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Words & Weapons Of Teamwork

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 culture.  Good teamwork matters.

Words can be weapons when a coworker uses a rough tone of voice and an inflexible attitude.  The below videos features an example of a field technician, who is finishing up for the day, then he gets a call from his dispatcher.  Watch what happens next…

During my seminars, employees are taught that empathy is the psychological software that allows workers to care about each other. Teamwork matters!

When serving workers, it is important to consider the other person’s interpretation of what you’re saying.  It’s not what you say that matters… it’s what your coworker hears and what he or she thinks you meant.

A service professional’s job is to make sure things don’t get worse. Service work is difficult enough without coworkers exacerbating things.

Words are weapons!

workforce development

With seminar participants in McAllen, TX

HVAC Customer Service Handbook
HVAC Customer Service Handbook

Have you seen our new video on how to handle CUSTOMERS WHO DECLINE your service recommendation?


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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