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
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...
The best part of my work is helping clients to become more successful. The successes are measurable: converting more customer inquiries into actual business, improved process efficiency or a small adjustment in the way a customer’s question is answered. The best clients are the ones who actually implement a consultant’s recommendation. A few months […] Read more...
There are BIG benefits to serving local clients. A recent HVAC Insider issue featured an article about my company’s 2014 Pennsylvania activity. No doubt that 2015 will include much more local work in serving nearby clients. Read the entire HVAC Insider article below: Steve Coscia rarely works in Pennsylvania. He usually travels throughout North […] Read more...
Returned home last night. The two-week southern trek was a whirlwind tour filled with fun and optimism. Last week started in Fort Myers, Florida. When Charlie Greer learned that I’d be nearby, he invited me to visit his compound. Knowing that Charlie had a set of drums, I asked if he wanted to jam since […] Read more...