Barb Cox Director of Program and Planning Services Training and Customer Service Update

ONLINE TRAINING RESOURCES NORDYNE U NORDYNE U – Free and Paid Training – Weekly Tips NIN NIN – Lunch and Learns – New Products – Special Training YouTube Channel YouTube Channel

NORDYNE UNIVERSITY: WHAT IT IS Valuable online resource Valuable online resource Open to the public Open to the public Free Training Free Training Paid Training Paid Training

NORDYNE UNIVERSITY FREE TRAINING

ACCESS TO NATE CEUS

NORDYNE UNIVERSITY PAID TRAINING Tremendous HVAC industry trainers Tremendous HVAC industry trainers

WEEKLY TIPS VIA Sign up on nordyneU.com Sign up on nordyneU.com

NORDYNE INTERACTIVE NETWORK How to access? How to access? – eNORA – Training Support – On-Line Training – NORDYNE Interactive Network Keep your contractors up-to-date on: Keep your contractors up-to-date on: – New products – Special training – Lunch & Learns Spring and Fall Spring and Fall

NORDYNE INTERACTIVE NETWORK

Lunch & Learn Schedule Lunch & Learn Schedule

YouTube – NORDYNEU CHANNEL

YouTube – Videos

WHERE ARE WE HEADED?

CUSTOMER SERVICE By the numbers 138,992 calls YTD 138,992 calls YTD 62% of calls resolved within Tier 1 62% of calls resolved within Tier calls handled by each person each day 116 calls handled by each person each day Average talk time 2:31 Average talk time 2:31 On average, we handle 1,800 s/month On average, we handle 1,800 s/month