The Trade Technician’s Soft Skills Manual (MindTap Course List) 001 Edition, Kindle Edition

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ISBN-13: 978-1111313814
ISBN-10: 1111313814
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Sold by: Cengage Learning
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From the Publisher

Editorial Reviews

Review

Preface. Introduction. Halos and Hygiene. The Customer is Always Right. Customers and Congruency. Editorializing and Empathy. Words and Weapons. Clutter and Clarity. Fearlessness and Finesse (listen skills chapter). Appendix (forms, charts, etc). --This text refers to an alternate kindle_edition edition.

About the Author

Steve Coscia helps companies make more money through increased customer retention, up selling and reduced on-the-job-stress. Steve is the most widely published and quoted authorities in the customer service industry. He wrote the HVAC Customer Service Handbook along with a customer service college curriculum for trade school students, which is taught throughout the United States and Canada. Each year thousands of professionals benefit from Steve's seminars, speeches, e-learning, videos books and online newsletter. Steve conducted the customer service industry's first study of stress and the causes of stress along with the most common manifestations of post-stress behavior. This keen mastery of the physiological behavior differentiates him and it benefits his clients. Steve is that past president of the National Speakers Association's Mid-Atlantic Chapter. He resides in the Philadelphia area with his wife Veronica and their son, Michael. He ran the Marine Corps Marathon in 1991 and he ran the Philadelphia half-marathon five times. When is not writing or speaking, Steve enjoys motorcycles, bicycles and kayaking - he loves the outdoors. Go to www.coscia.com to learn about Steve's innovative customer service strategies. --This text refers to an alternate kindle_edition edition.

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