Have You Experienced a Perfect Storm? The perfect storm is what happens when you complete projects ahead of schedule. In business, unpredictable and positive factors converge when completed projects yield extraordinary success. Watch the video to learn more.
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.…
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…
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…
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,…
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…
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…
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…
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,…
Interview with Steve Coscia on Fox’s Good Day New York. Steve Coscia’s customer service strategies enable companies to achieve world-class