5 Educational Videos
Here are 5 Videos That Will Take Your Business to the Next Level! Watch these videos and apply the instruction and your business will grow to the NEXT LEVEL. My clients who take this advice seriously and enforce these behaviors…
Helpful Alertness
What Happens After Your Greeting? CSRs convey much with a warm greeting and a smile, but it's what happens afterwards that really matters. CSRs must reinforce their willingness to help and then do it. Watch this video to learn more.…
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…
The Perfect Storm
Have You Experienced a Perfect Storm! The perfect storm is what happens when you complete projects major ahead of schedule and then seek another project to complete. In business, unpredictable factors can arise which converge with the projects you complete…
First Impressions Matter!
Who do first impressions matter? Because customers who like you are more likely to tell their friends and relatives about you. This is the least expensive marketing available – it’s called positive word-of-mouth marketing and it’s free. On the contrary,…
Words & Weapons of Teamwork
The words & weapons of teamwork are more pervasive than we might think. Sometimes the most important customers we serve are our coworkers – these are internal customers. The way employees treat each other is all part of a company’s…
Merry Christmas!
My last video of 2020! You're going to enjoy this. It has been a fun year. I'm thankful for family and friends and the wonderful clients who invited me to serve their companies in 2020. My best wishes for much good…
Soft Skills Reality Gap – Worse Than We Thought
Bryant & Stratton College with help from Wakefield Research reported that a reality gap exists among U.S. adults age 18 to 34 regarding soft skills and employment. Based on the research, 18 to 34 year olds do not understand the importance…
HVAC Customer Service Behaviors
Among my clients, there remains one consistent factor: The good companies want to get better. During the last 16 years, I have only been hired by the best companies. When I enter a new client’s facility for the first time,…
Steve Coscia on Good Day NY – Fox TV
Interview with Steve Coscia on Fox’s Good Day New York. Steve Coscia’s customer service strategies enable companies to achieve world-class