Frequently Asked Questions
HEAT stands for Hear, Empathize, Apologize and Take Action — a proven 4-step framework for turning difficult customer calls into 5-star experiences. Every CX5 course is built around this framework.
CX5 Performance Academy is built specifically for home service providers — starting with HVAC. Both customer service teams and individual CSR professionals can benefit.
The individual certification course is self-paced and can be completed in as little as a few hours. Most students complete it in 1-2 days. Team training sessions are designed to be implemented immediately — skills are applicable on your very next call.
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Companies completing the full team training receive an official CX5 Certified Team designation — a credential they can proudly display to customers and use in their marketing. Individual certification is available separately through our individual CSR course upon successful completion and passing the final exam.










