Astounding Service Starts Inside

Apr 06th - All Day

Astounding Service Starts Inside
What Every Customer Service Representative (CSR) Needs to Know

Thursday, April 6, 2017

First Session (Morning) - 8:30 a.m. to 12:00 p.m.
Second Session (Afternoon) - 1:00 p.m. – 4:15 p.m.

Gustave A. Larson
13200 10th Ave N
Plymouth, MN 55441

MORNING - Click HERE to register ONLINE

AFTERNOON - Click HERE to register ONLINE

Click HERE to download the registration form

$75 for MHCA Members
$125 for non-MHCA Members

Program Sponsor:

The program is limited to 25 attendees per session.


This seminar exclusively for customer service representatives and dispatchers helps participants understand the value and impact they have on the profitability of the company. The cost of losing a customer is illustrated and participants learn how they can increase profits by making happy calls and using that opportunity to sell maintenance agreements and other accessories.

In addition, we will discuss the basics of heating and air conditioning systems and the sometimes-confusing terminology of our industry in order to more knowledgably work with customers.

Finally, one of the most difficult aspects of any job is dealing with the difficult customer. In this seminar, we will discuss how to approach this situation as a step-by-step process in order to reduce the stress for the CSR and the customer.

About the Instructor

Vicki La Plant has 30+ years of HVAC industry experience working with all sizes of contractors and learning the best practices, systems and ideas from the very best. Vicki taught high school English for 4 years then joined Lennox Industries where she worked for over 15 years, serving as Vice-President of Dealer Development and Marketing.

Currently, Vicki writes a bi-monthly column for Contracting Business magazine. She received the Tom McCart Consultant of the year award in 2013. After 20 years of owning a consulting and training company specifically focused on the contracting industry, Vicki joined Service Roundtable in 2016 as a business coach and trainer. The ideas and tools from her training seminars are practical and easily applied in the real world of contracting.

What People Are Saying

“Vicki peels backs the blinders and lets you see the little things you do wrong or right every day."

“The class demonstrated how to get inside the customer's head and walk the value line."