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- More Profit through Tough Management Service managers can usually attribute their customer service roots to a job they held as a teenager. My customer service career began in October 1970, when I landed a part-time job delivering groceries for a local market….Read More
Tag Archives: service
A blast from the past. It may surprise you.
Compiling 30 year-old photos into a high-tech collage can be fun. I used Animoto to create this 30 second compilation. Enjoy! Click on the link below. Steve-animoto_video
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged coscia, customer service, hvac, irate customers, music, plumbing, service, service excellence, steve coscia, tele-stress
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Employers Can’t Find Skilled Workers!
How can this be? ManpowerGroup, a world leader in the workforce solutions, reports that 49 percent of U.S. employers are experiencing difficulty filling mission critical positions within their organizations. According to the more than 1,300 U.S. employers surveyed, the positions … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged employment, help-wanted, hvac, job, jobs, labor, manpower, plumbing, service, skills, soft skills, trades
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Did your dad teach you meaningful life skills? Happy Father’s Day!
My dad taught me to put the tools away and about being organized – a lesson that still serves me well. Watch a 90-second commemorative Father’s Day video. I think you’ll like it. Click on the image below to watch … Continue reading
The Devil Is In The Details
While speaking at a recent association meeting, I discussed the phenomenon of distinguishing similar sounding consonants over the phone. I explained, for example, how a telephone did not accurately transmit the subtle differences between the letters “S” and “F”. One of … Continue reading
Tough Moms Build Character
Throughout my management career, I have maintained a level of toughness and inflexibility concerning best practices. Latent potential is something almost every one has in abundance, although allowing it to surface is hard to do on our own. Often someone … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged coscia, courage, customer service, excellence, hvac, latent, mom, mother, plumbing, potential, process, service, steve coscia
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Hotel Check-In – The First Impression!
My last two Marriott hotel check-ins were less than stellar and both experiences lacked smiles at the registration desk. The smile is FREE. Guests want to feel as though you are happy to see them. Guests want to feel like … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged coscia, customer service, hospitality, hotel, marriott, service, smile, travel, travel hospitality
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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
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
