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Balancing Expertise & Empathy

Balancing Expertise & Empathy

When technicians balance their expertise (technical knowledge) with a dose of empathy, then customers will sense the genuine concern and willingness to help.  Both expertise and empathy, along with a positive attitude and a pleasant tone of voice comprise excellent soft skills.

More 80% of a mechanical worker’s future success will be based on his or her soft skills.

Watch the brief video to learn more.

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Steve Coscia

The road from professional musician to thirty-year customer service veteran to best-selling author and speaker is not a typical career path, but Steve Coscia may have started a new trend.

Coscia is one of the most widely published and quoted authorities in the customer service industry. He has published more than 200 articles, four books and a series of training DVDs. His college curriculum is taught at institutions of higher learning throughout the United States and Canada.

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