Heatcraft Australia has a long standing commitment to provide trusted customer service to the trade.
To honour this, the company has collaborated with NSW Granville TAFE to customise a refrigeration fundamentals course for select branch Customer Service Representatives (CSRs).
The four day course contains both theory and practical components and is structured to give the company’s CSRs introductory knowledge of the refrigeration process and the products used in that process.
“Customer service expectations and feedback from our own people have driven the initiative”, says Garry Eather, Heatcraft Australia national sales operations manager.
“Our customers want knowledgeable people at the counter, who can answer their questions and find what they need in a timely manner.
“From an internal perspective, we are committed to providing learning and development opportunities for our people. When they asked for more training, we were committed to giving it to them. Ultimately our customers benefit, by greater customer service at the branch counter”.
The program has been completed by over 40 CSR’s across Australia and New Zealand.
Brian Mobbs head teacher from Granville College NSW TAFE is delighted with the development of the program.
“When Heatcraft approached us, we were eager to work with them,” Mobbs said.
“This is an investment in people and our industry and the more knowledge we can impart, the better.
“We are very pleased with the positive feedback from the sessions. The two teachers, Warren Cole and Greg Cooke who were appointed to facilitate the program bring a wealth of knowledge into the training rooms. They both have a combined experience of more than 90 years’ experience in the HVAC & R industry.”