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
Business travel in my pickup truck is much more pleasant than enduring the chaos and hustle of airports and car rental facilities. It’s all about control. And surrendering total control to airline employees, shuttle drivers and counter clerks came to a head earlier this year. During the March HVAC Excellence conference my friend, Frank Morro, […] Read more...
The tattoo-removal industry is booming. And it is expected to hit $83.2 million annually. Why? “Most tattoo removals are performed on people in their 30s and 40s,” says Michael Kullick, a San Francisco-based plastic surgeon. “What was attractive in your 20s is not so attractive in your 30s,” he says. Removing a tattoo costs about […] Read more...
I receive numerous calls from telephone company sales representatives who attempt to sell me a variety of business services. You’d think these companies were customer relationship management (CRM) experts. Sometimes they offer long distance or local services, at other times they pitch assorted items intended to be “new”, “better”, “faster”, and “cheaper”. These calls are […] Read more...
Some service professionals think listening is the same as hearing. This is a risky misconception because it leads people to believe listening is passive. Big mistake. Hearing a message is a passive exercise; but listening to a message requires mental energy, and this makes listening the precursor to constructive action. Namely… follow up. Service professionals may get bombarded […] Read more...