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Follow Up Skills

Follow Up Skills

When I travel, clients and their employees love to share their own customer service nightmare stories.  These might a retail situations at the local grocer or a mishandled phone call.

Every story-teller puts their own spin on the tale.

But there’s one thing almost all the stories have in common.  What’s that?  Watch the below video.

Steve Coscia

Some folks make excuses for why they didn’t follow up.  The excuses are mostly rationalization.

What happens when people rationalize?

Very simply, rationalization occurs when people seek self-satisfying but incorrect reasons for their behavior.

Where Am I Going Next?

Call me at 610-853-9836 to schedule a site visit for employee training and consulting!

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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