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.
From The Blog
A few months ago, I wrote a blog about the College of Southern Nevada. The site visit occured immediately after the HVAC Excellence conference. You can read about it by clicking here. Most memorable was the time invested in the welding department. Dennie Soukup, the Department Chair, arranged a site tour which included the use […] Read more...
How do you know whether your employees are learning new skills? Ask any company owner and the answers may vary. But, there’s one answer that is a sure-fire indication that employees are breaking out of their comfort zone and developing new habits. I heard this answer yesterday after I phoned Carmine Iapaluccio about a recent […] Read more...
“There’s water pouring through the kitchen ceiling,” screamed my wife. Our son was taking a shower upstairs and unbeknownst to him, the kitchen was getting soaked. It was time to call the plumber. Thankfully, our plumber was just finishing up a job nearby and he was able to come to our home within two hours. […] Read more...
The inception for a New England trip began when my older sister, Joanne, said that she’d be in Stonington, Maine for the summer. ”Come and visit,” she said. ”We’ll be here through September.” New England’s summer beauty along with visions of huge lobster, fried clams and fresh scallops persuaded me to explore a northern trek. […] Read more...
Latent potential exists within everyone. This is what audiences hear from me. This potential may just sit there until a trusted friend’s nudge motivates the required action to transform what was latent into something more tangible. The above reality is what happened a few months ago when I was invited to write an article […] Read more...