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
The above photo says it all. Few childhood memories exceed the sense of being held in a father’s protective arms. My first memories of my dad were of him driving an oil truck. Naturally, my mom was a dominant presence since she stayed home and cared for the children (I was the sixth and two more would come after […] Read more...
Workplace stress creates pent up pressure. This pressure, if not handled correctly explodes into behavior that worsens morale, productivity and communication. The best stress relief remedy is not to get there in the first place. Stress is a choice. We can choose to suspend emotions such as anger and frustration. When employees make positive behavioral choices then […] Read more...
Business momentum is what happens when a company’s strengths are naturally aligned with client needs. Your company has likely experienced this – and it feels great. Business momentum is a powerful force. When the Airconditioning Contractors of America (ACCA) invited me to deliver their conference’s closing keynote seminar in Grapevine, Texas, my schedule seemed too full […] Read more...
This is a continuation of last week’s travel blog during my April Midwest Trip. I was in Indianapolis to serve Chapman Heating, Air Conditioning and Plumbing with two, half-day seminars. When I entered Chapman’s facility on the first morning, the optimism and effectiveness was unmistakable. “There’s something special going on here,” I thought to myself. […] Read more...
The best companies want to be even better. This spring travel season has been one of my most productive ever. My trusty pickup is racking up mileage as I drive from one region to another. April began with a Midwest trip to Cleveland and Indianapolis. And since space is limited, the Cleveland leg of the […] Read more...