EP73 Creating superb customer service with Steve Coscia (Sep 2021)

Building HVAC Science

English - April 22, 2022 11:00 - 41 minutes - 57.2 MB - ★★★★★ - 61 ratings
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Previous Episode: EP72 Energy Efficiency, decarbonization and sustainability with John Sheff from Danfoss (Aug. 2021)

Next Episode: EP74 Where you can go with passion and persistence with Craig Migliaccio (April 2022)

I’m so pleased to welcome my friend Steve Coscia to the podcast!

You may have heard of him; he focuses on training customer service skills especially in the world of HVAC.

As a master communications trainer, he gets his points across via memorable story telling.

He holds awesome in-person training sessions (he has been to TruTech Tools twice!) and has books, newsletters, materials, and videos, all of which can be found though this website and YouTube channel: Links below

https://www.coscia.com/

https://www.youtube.com/user/stevecoscia/videos

His 3 key principles of customer problem handling are contain, qualify and correct.

A lot of what he teaches may be considered life skills. You need to get a dose of Steve if you can.

You will also find Steve presenting at conferences and in the media/videos via other organizations like ACCA and The New Flat Rate.

This episode was recorded in September 2021.