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

2. 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

3. 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

4. NORDYNE UNIVERSITY FREE TRAINING

5. ACCESS TO NATE CEUS

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

7. WEEKLY TIPS VIA E-MAIL Sign up on nordyneU.com Sign up on nordyneU.com

8. 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

9. NORDYNE INTERACTIVE NETWORK

13. Lunch & Learn Schedule Lunch & Learn Schedule

14. YouTube – NORDYNEU CHANNEL

15. YouTube – Videos

17. WHERE ARE WE HEADED?

18. 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 1 116 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 emails/month On average, we handle 1,800 emails/month