SCOTTSDALE, ARIZ. — Consultant Gary Oetker outlined the 10 steps to a perfect service call Feb. 23-24 during Quality Service Contractors' Power Meeting XXVI here. "The perfect service call is all ...

CHILLER MAINTENANCE: Depending on the type of chiller and the time of year, contractors can find themselves working on an annual maintenance call, seasonal start-up service, an inspection service, or ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

The TV remote didn’t seem to work, and the web pages on our laptops froze. We checked our phone line: Dead. One Saturday evening in March, as my husband and I were settling in to watch “Goodfellas” ...

When a customer service call is described as "Kafkaesque" and "hellish," you pretty much know how it's going to go down before even taking a listen. But in case you haven't heard the condescending, ...