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The Re-Introduction Strategy

The Re-Introduction Strategy

Have You Ever Handled an Irate Caller?

Ask any CSR and you’ll hear why serving customers over the phone is challenging. Handling irate calls makes the work even more difficult.

The below video features an irate caller scenario and a constructive CSR Strategy called the Re-Introduction Strategy. A second factor involves the reality that CSRs hear eachother’s calls and remaining calm helps to raise the bar and lead by example.

Watch the video and see for yourself.

Have you seen my video on FIRST IMPRESSIONS?

If not, then CLICK HERE.

HVAC Customer Service Handbook
HVAC Customer Service Handbook

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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