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
Last Monday, I conducted a customer service seminar for a client. The company owner’s daughter works the phones and I trained her on how to transform “price shopper” calls from Transactional to Relational. This transformation occurs when a CSR asks open-ended questions that invite the caller into a relationship, not a transaction. On Tuesday, I […] Read more...
Is it too early to forecast Holiday Metrics? Probably not. There are 26 days between Black Friday and Christmas in 2014. That’s just one more day than last year and five fewer than 2012. Earlier this year, my company invested heavily in making our website more mobile compatible. Why? Because our Google Analytics indicated […] Read more...
Can you say infectious? I can’t think of a better word to describe the opening melody to Duke Ellington’s Don’t Get Around Much Anymore. The first time I played this tune, it was while accompanying a female singer. Prior to a gig, she handed me the lead sheet and said, “follow me.” Then she sang […] Read more...
The summer heat usually means fun and vacation time for families and lots of work for airconditioning professionals. Yes, the unsung heroes of a long, hot summer are the technicians, dispatchers, and installers. While most everyone seeks the indoor comfort of air-conditioning on hot summer days, many HVAC professionals usually find themselves on a roof […] Read more...