Steve Cosica, is, "Mr. Nice Guy”. This man has spent twenty years in customer service management, as both a Speaker and Published Writer. He has been a speaker at ACCA (Air Conditioning Contractors Association) functions, published in Counterline, a newsletter in the industry, and has held regional customer service workshops for HVAC professionals.

Coscia's book, "HVAC Customer Service Handbook," was very impressive. Right from the start, I noticed its construction. Very mindful of technical peoples work habits, the book is made using a spiral backing, allowing it to stay open wherever the reader may be. I especially enjoyed this as book marks tend to slip out easily. In addition, "HVAC Customer Service Handbook”, is written in larger print, contains humorous graphics and block diagrams. All these attributes made it very easy to comprehend and gave me a better understanding.

"HVAC Customer Service Handbook” was a pleasant book to read. It covers every service situation I could possibly imagine. From, "Practical HVAC Service Ideas” to "Leading an HVAC Service Operation”. Cosc

ia gives examples of many situations and explains what happened and why. He discusses what should have been done to relieve the stress of the situation. Making the customer happy, keeping the customers business and, "How to stay Cool when customers get Hot”, is the whole point of this well written volume.

I thoroughly enjoyed all 96 pages of this highly informative book. Not only does it teach behavioral lessons to HVAC professionals, but the same rules could very well apply to any industry. Any one, in just about any business, could use these same suggestions to improve their customer relations. I give the book my highest A+ rating.

Featured as "book of the week” by Reader Views January 23, 2006

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