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Customer Service

Purpose Statement:

The Air Conditioning & Refrigeration Program (ACT) supports the mission of the college and the Instructional Division by providing and maintaining an efficient, high quality program. ACT provides an Associate of Applied Science Degree and a Certificate of Completion option. Students entering the ACT program will learn skills needed to enter the workforce as an entry-level HVAC technician, such as installing and servicing air conditioning systems, performing the refrigerant replacement process, operating specialized tools, and sizing, designing, and fabricating duct systems.

Prior to graduation, ACT students are encouraged to become certified by the Environmental Protection Agency (EPA) through the course and examination provided through the TSTC Harlingen Continuing Education Department. Through intensive advisement, tutorials, counseling and guidance, and recruitment and job placement, ACT graduates are successful in gaining employment state and nation-wide. The ACT program seeks the support of the HVAC industry through the input of an Industrial Advisory Committee that reviews all aspects of the ACT program annually and makes recommendations for improvement.

Customer Service Principles:

The ACT Program strives


  1. To provide highly skilled and trained faculty to effectively meet students needs.
  2. To stay abreast of changes in the Air Conditioning & Refrigeration Technology.
  3. To treat students with respect and courtesy.
  4. To maintain an open door policy in support of positive student relations.
  5. To respond to student complaints in a timely manner.

Customer Service Goals, Objectives, and Standard:

  1. To seek methods for continued improvement of classroom instruction.
  2. To seek new sites to expand students technical training.
  3. To improve customer service relations by:
  4. Developing a customer service survey form for customer suggestions
  5. Providing timely and effective student advisement
  6. To work closely with the Office of Student Success for retention of students.
  7. To work closely with the Recruitment Office to improve student enrollment.
  8. To maintain and expand the Air Conditioning & Refrigeration Technology Web site to include:
  9. Student resources
  10. Program curriculum

Process for Receiving Information and Filing Complaints:

The Air Conditioning & Refrigeration Technology Department commits to providing an open and fair resolution process for student complaints. Student complaints will be documented and brought to the attention of the Department Chairman of the Air Conditioning & Refrigeration Technology Department. If further assistance is needed to resolve the student complaint, the complaint will be forwarded to the Texas State Technical College Customer Relations Representative. Student complaints will be reviewed and resolved in a timely manner.

The Air Conditioning & Refrigeration Technology Department strives to produce highly skilled entry-level technicians to the Air Conditioning & Refrigeration industry; therefore, the department is open to any suggestions to improve the quality of instruction at Texas State Technical College.

Customer Relations Representative:

Jorge Cabrera, Department Chair
Air Conditioning & Refrigeration Technology
1902 North Loop 499
Harlingen,TX 78550
(956) 364-4667
Fax (956) 364-5201

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