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Steve
Coscia
Biography
Steve
Coscia is president of
Coscia
Communications Inc., one of the most widely published
and quoted authorities in customer service,
and trade industry publications. A partial list of companies that use his
customer service strategies includes Carrier
Corporation, Air Conditioning Contractors of
America, Bryant Manufacturing, Dell
Computer, HVAC Excellence, Motorola, VISA and Olive Garden
Restaurants.
Mr.
Coscia
is a "Select Vendor" for Bryant Heating and
Cooling Systems, his online educational
e-learning meets HARDI's requirements for
Level 3 Counter Certification and he is an
accredited instructor for the National
Oilheat Research Alliance.
Mr.
Coscia’s clients make more money through
better customer retention, increased
upselling and heightened awareness to how
stress can limit productivity and
effectiveness. Mr. Coscia’s strategies cut
through the clutter and focus on the key
tactical behaviors which enable a company to
become world class.
An avid
researcher of customer service trends, Mr.
Coscia conducted one of the industry’s first
studies of stress in the customer service
environment. This survey revealed the causes
of stress along with the most common
manifestations of post-stress behavior among
customer service professionals. A
customer service expert, Mr. Coscia consults
with companies who wish to excel at serving
their customers. His books, videos, audio
programs and e-learning have helped
thousands of customer service professionals.
Mr.
Coscia resides in the Philadelphia area with
his wife and son. He completed the Marine
Corp Marathon in 1991 and he ran the
Philadelphia Half-Marathon five times. When
he is not writing or speaking, Mr. Coscia
enjoys riding motorcycles and he likes the
outdoors.
HVACR Educators and Trainers
Conference Presentations
Raising The Bar with Signature Stories
Educators bear a responsibility to do more
than just share information. An effective
instructor knows how to inspire, motivate
and most importantly – how to make students
curious. It is curiosity that transforms a
classroom from a lecture to an interactive
and engaging learning environment and it all
begins with a story. Students like stories
because a well-told story captures the
attention and imagination of your students.
The signature story goes on step further
because it is a story that only you can tell
- it includes your uniqueness. Steve Coscia
uses signature stories to inspire, motivate
and share his breakthrough message which
helps educators to raise the bar.
Customer Service Curriculum in the Classroom
The HVAC industry has a renewed interest in
enhanced soft skills and world-class
customer service delivery. Great service
helps to differentiate the best from those
who are merely mediocre. World-class
customer behaviors enable HVAC companies to
retain more customers and make more money.
This session introduces a customer service
curriculum designed for those who wish to be
world-class. The instructional design
methods and curriculum materials in this
session are innovative and engaging. Steve
Coscia wrote the HVAC Customer Service
Handbook and a complete HVAC customer
service college curriculum which is being
used in technical colleges from coast to
coast. Attend this session to learn more a
curriculum which will save you time and
simplify your lesson planning.
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