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Thousands of plumbing, heating and air-conditioning professionals use this book. While HVAC pros can not control the weather, there are numerous behavioral aspects that are controllable, such as attitude, listening, empathy and teamwork. The flowcharts offer a step-by-step approach to fast and professional problem resolution. This book is easy to read, well-illustrated and written by an industry expert. More than 140 colleges use this book in their soft skills and workforce development curriculum.
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Steve Coscia helps clients make more money through improved customer retention, enhanced customer experiences and heightened awareness to how stress can limit productivity and effectiveness. Twenty five year veteran of customer service management, supply chain and logistics management and author of numerous business books, videos and audio programs. Coscia earned the CSP designation (Certified Speaking Professional) from the National Speakers Association. His textbooks and curriculum are taught in more than 130 colleges worldwide. Tele-Stress is a registered trademark of Coscia Communications, Inc.Review:
If you've never attended one of Steve Coscia's many speaking engagements around the country, downloaded any of his customer service or soft-selling skills training modules, etc...you're missing out on some fantastic material that WILL increase your revenues and customer satisfaction ratings. His down to earth yet still out of the box ideas on how to improve communication skills are something we can and should always strive to improve and Steve delivers the way to do it in a manner that is easy to carry out. As a contractor that always hits all the National events and training breakouts, I never miss Steve's session when he's on the docket. --Rich Morgan, Magic Touch Mechanical, Inc
Steve Coscia's customer service training presentations are inspiring. I have attended several over the past five years and always take something away that I plan to implement immediately. Much of the information is common sense but Steve's presentation makes it fresh, upbeat and entertaining. If you get the chance to experience a presentation by Steve, please attend. You will benefit greatly. --Teresa Haire, Owner, Jim's Heating & Cooling
I've hired Steve Coscia on numerous occasions to deliver programs on customer service, upselling, cross-selling, and business development. In every case, Steve's special blend of expertise, professionalism, and good humor made the program a HUGE smash hit success. People not only talk about Steve's ideas long after his program... they implement, innovate, and improve performance based on his actionable insights. Steve is among the best of the best. --David Newman, Do It Now Marketing
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Book Description Coscia Communications Inc., 2015. Condition: New. book. Seller Inventory # M0989754081