Problem Containment
Keeping a problem from getting worse is “containment” and a service professional can help a customer remain calm to facilitate
What a Customer Sees from Their Window Matters
Technicians should be aware of what a residential customer might see from their window.
The Power of the Pause
The pause is a valuable business tactic when handling difficult customers. A one or two second pause will yield a
Service Manager Toughness
Political correctness has changed the way managers view toughness. Service managers demonstrate their concern for employees when they practice tough
Tone Of Voice Over The Phone
Steve Coscia explains why professionals must leverage their "Tone of Voice" over the phone.
The Loud Exhale Over The Phone
Steve Coscia explains how the loed exhale over the phone detracts from a person's vocal image.
Articulate Speech Over The Phone
Steve Coscia explains that speaking with an articulate voice enahnces how others perceive you.
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