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
This is a great time of year for keeping in touch with family and friends. Thankfully, my travel schedule lends itself to friendly meetings with industry friends with whom I might only see for a minute or two at a trade conference. These get-togethers are fun and delicious food is almost always a key ingredient. […] Read more...
And people wonder why the English language is so confusing. Should I say discreet or discrete? It’s like walking a tightrope! Ever consider homophones (words that sound alike but have different in meaning and/or spelling)? Discreet means to show restraint in one’s behavior or speech. When people are discreet, they hold back the words on […] Read more...
You are probably ready to join with family and loved ones soon. Happy Thanksgiving! Fall weather invites closeness and warm. Trees shed their leaves and snow beckons. Time for hot tea and fresh-baked pies among those whom we cherish. This year is unfolding nicely. Some of my best times occurred on the interstates and highways. […] Read more...
Ordering replacement sprinkler heads should be stress free, right? Our coworkers can sometimes add more stress and make things worse as depicted in the video below. My experience has taught me that the best Stress Relief strategy is not to get there in the first place. While it sounds easy – it’s not. Professionals who […] Read more...
Ever meet someone with whom you had immediate rapport? That’s what happened the first time I met David Allen during a Birmingham, Alabama seminar – about three years ago. David is President of Allen’s Air Conditioning in Florence, Alabama. There was a spark of conversation that ignited a relationship. David and I marched to the beat […] Read more...