2017 Customer Service Excellence with Mark Matteson

Mark started as Service Technician in 1976, with successful sales techniques is now an inspirational speaker, consultant to HVAC service companies, distributors, manufactures and an international author. 

Program topics include:
- Empathy vs Sympathy
- Active listening
- Asking open ended question 
- It costs $1 to keep a customer, $7 to get a new one
- Explaining the repair
- How to deal with angry customers