Customer Relationship

Contractor Operations Manual

Presentation Skills for Contractors

This update provides guidelines and tools that enable contractors and their employees to become better presenters. In years past, effective presentation skills were considered important only to executives or those in the business development arena. This is no longer the case. The need for strong presentation skills applies to anyone who must present information to another individual or group. Effective presentation skills are now considered a core competency.

This document is free to members in the SMACNA Store.


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Book

Successful Customer Service Practices for HVAC Service

Successful Customer Service Practices for HVAC Service and Retrofit Contractors provides strategies and procedures to keep a customer for life. It includes information on establishing a customer care culture and working within the "life cycle" of a customer. Prepared under the direction of the Residential Contractors Council Steering Committee, this manual helps identify and evaluate your customer types and effective service policies for each type, as well as the customer service role of each employee. Sample scripts are provided so companies can set procedures and train employees on proper customer interaction and phone etiquette.


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