I have personally gained valuable knowledge from your book, CUSTOMER SERVICE OVER THE PHONE. Thanks again for your commitment to customer support.
Who Is Steve Coscia, CSP?
Steve Coscia, CSP is the most widely published and quoted authority in the customer service industry. Coscia has earned the Certified Speaking Professional ® (CSP) designation from the National Speakers Association. The CSP is the highest earned designation for professional speakers worldwide.
Steve’s clients are more profitable due to greater customer retention and increased referrals. Coscia tells lively stories, his research is relevant and he mixes just the right balance of fun and hard-edge business discipline. Audiences get ideas and techniques that they can implement immediately.
I have found that your professional demeanor and ability to resolve problems has been one of the best that I have encountered.
I have read your book “Customer Service Over the Phone” twice and found it so complete and full of common sense approaches that I have supplied copies to all of our 28 CSR Managers.
Customer Service Over the Phone has been a helpful tool in training, not only our guest relations staff, but employees who serve internal customers.
Latest Blog Posts
A few years ago, Dave Boyd and I attended a Schaumburg, IL Comfortech Conference where there just happened to be piano and where Dave just happened to have his harmonica. He plays well. You can probably guess what happened next. I sat down at the piano, Dave pulled out his harmonica and we performed an […] Read more...
Managers lead by example when workplace challenges arise. Employees watch how their boss reacts when something goes wrong. And hopefully, employees will see positive example to follow. But what happens when managers practice the “do as I say, not as I do” approach? The below video explains that employee see everything. Managers who think they […] Read more...
Innovators ask simple questions. These are the customers who ask, “Why not?” Their vision for future improvement drives their curiosity. The innovators may appear high-maintenance at first. But, for every customer who asks “Why not?” it is assumed that hundreds more feel likewise but were either afraid or too preoccupied to ask. Listening to one […] Read more...
We rarely see Valentines Day, radioactive and gravity in the same sentence. But there’s a first time for everything. Perhaps it depends on a person’s perspective. The below 90 second video inspires and begs the question, Can Love Really Hold Everything Together? A video about Valentines Day and Metaphysical Gravity may sound different. All we ask is that you watch […] Read more...
Phone Stress Relief is all about gaining more control. The most stressed call center agents are those who misunderstand the importance of self-control and personal responsibility. Remaining calm is important because it results in rational thinking and a constructive response, which permits a call center agent to seize control of a service event. The amount […] Read more...