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- Follow Up as a Back To Basics Approach A local Chamber of Commerce recently hosted my speech on the topic of how to tell a “Signature Story.” It’s a topic that I feel passionate about and my enthusiasm must have been contagious….Read More
Monthly Archives: April 2012
Music in My Car – New CD Every Day
Last weekend, I started a new practice of listening to a different CD each day in my car. I started with Santana’s Abraxas, then Ritchie Blackmore’s Rainbow Rising, followed by REM’s Murmur and then I grabbed Genesis’ Trick of the Tail. … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
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Retail Zombies – They’re NOT World-Class Service Pros
During a recent trip to my local home improvement superstore, I encountered retail zombies. You have probably seen them before. They walk slowly, resist making eye contact and have no interest in your well-being – they’re not world-class customer service … Continue reading
Terrible Hotel – Keeps Getting Worse
Last Saturday, I blogged about a disappointing Atlanta hotel check-in. You can read about it here. After a weekend in Atlanta, the hotel situation got worse. On Sunday afternoon, while at the the airport, I remembered that I left behind … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged bad service, customer service, handling complaints, hospitality, hotel, travel, travel hospitality
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The Best Customer Service Professionals Lead The Way
Every industry has its leaders. In the music business, I have long held the opinion that most of the great rock and roll guitar work since the 1970s and beyond is the result of his recording session which occurred on … Continue reading
Customer Service Work Requires Speed and Enthusiasm
Serving customers is not for the faint of heart. This requires boat loads of patience and empathy. More importantly; quick thinking, fast follow up and enthusiasm are mandatory. Roger Bannister’s quote about speed is the best: “Every morning in Africa, … Continue reading
Soft Skills Impact Career Success
Technical students at Everest Instiute in Decatur, GA have a keen understanding that soft skills can impact their career success. What are soft skills? They are behaviors such as attitude, listening, proper attire and conveying empathy. Mastering these skills enables Everest … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged coscia, customer service, soft skills, steve coscia, technicians, trade school
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Terrible Hotel Check-In Yesterday – NOT World-Class Customer Service
She was busy and preoccupied when I approached the hotel registration desk. After a few seconds, she put down her pen, exhaled loudly and looked up at me. I clearly felt like an interruption to whatever paperwork she was scrutinizing … Continue reading
The Metro Diner
Food and travel go hand in hand. Each city has its own signature restaurants which I frequent and enjoy. When in Atlanta, I eat the breakfast at the Metro Diner. Perhaps because it reminds me of diners in the northeast.
Posted in Customer Service, Management, Uncategorized
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Just Start!
Change requires courage. It also demands honesty and humility. We’ve got to be honest and humble enough to admit that our current circumstances are unacceptable and it’s our own fault. Once we face reality, then all we have to do … Continue reading
Posted in Customer Service, Management, Uncategorized
Tagged change, innovation, productivity
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