HVAC Customer Service Handbook: How to Stay Cool When Customers Get Hot is a book to help HVAC contracting companies' dispatchers, service techs, and management with customer service situations. Scripts and flowcharts help qualify and capture all the details of service circumstances. Also contained in the book are tips to retain and grow your customer base as well as case study and fieldwork anecdotes. A crossword puzzle aids with information retention. A bookmark and a pocket-size reminder card that contains the most important customer service information comes with the book.

Coscia Communications Inc., 1605 Melrose Ave., Havertown, PA 19083; 610-853-9836; 610-853-1657 (fax); www.telestress.com

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