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Other Added - Tools for Professionalism in Customer Service
According to a number of surveys, poorly executed resum?s are stifling the career opportunities of many employment seekers.One survey of 200 Florida students and assorted job seekers found that 90% didn’t think their resum?s represented them as well as they could. One major employer in the area suggested that 85% of the resumes they viewed did not measure up to their quality standards for an interview. These types of statistics are repeated all over North America.Here are Five Helpful Hints for Creating a Winning Resum?.1. Always have a job objective. The first line of your resum? should state the position you are seeking. Your
Irene: Although this book is written primarily for the HVAC industry, I would assume it could apply to all industries. What other industries do you believe would benefit from using this book as a teaching tool?
Steve: Due to the trade anecdotes in the book, I believe that elect
Managing diversity isn’t just a moral and legal obligation, it can present tangible business benefits as well.What is diversity?We in the UK are fortunate to live in a country which is rich in the diversity of its population. Nowadays, your work colleagues might be any age, male or female, from any ethnic, religious or cultural background, married, single or living with a partner of the opposite or same sex, able-bodied or not. This has many advantages, but also presents organisations with the challenge of getting the best out of such a diverse workforce, while at the same time meeting their legal responsibilities. It is therefore important that compa
Today we have Steve Coscia, author of “HVAC Customer Service Handbook”, speaking with us. Steve’s book gives service professional the strategies and techniques required to deliver world-class customer service. Hello Steve.
Irene: What inspired you to write “HVAC Customer Service Handbook”?
Steve: After performing a few HVAC customer service speeches and writing several customer service articles for HVAC trade magazines I observed how little information there was for the front-line HVAC Rep so I wrote the book. Thus far the book has been very well received by the HVAC trade press.
Irene: Tell us about your personal experiences you have had that led you to share your knowledge with others.
Steve: I simply taught my HVAC clients to implement the same customer service strategies that I used successfully for twenty years. My background was in customer service management. Regardless of the industry, when the service infrastructure is stable then world-class service delivery is attainable. I selected HVAC because I kept attracting more HVAC contractors and distributors as clients.
Irene: Although this book is written primarily for the HVAC industry, I would assume it could apply to all industries. What other industries do you believe would benefit from using this book as a teaching tool?
Steve: Due to the trade anecdotes in the book, I believe that electr
San Diego is a great place to buy a condo because of its perfect weather and wonderful easy lifestyle. Anything you could ever hope for is at your fingertips. People who live in San Diego are always smiling, drinking surfing and having a good time. Who would not want to own a vacation condominium in San Diego, or even just live in a condo on the beach? Sunny San Diego is a coastal Southern California city located in the southwestern corner of the continental United States. As of 2006, the city has a population of 1,311,162 people.It is the second largest city in California and the eighth largest in the United States. The larger metropolitan area is the 2
Irene: What inspired you to write “HVAC Customer Service Handbook”?
Steve: After performing a few HVAC customer service speeches and writing several customer service articles for HVAC trade magazines I observed how little information there was for the front-line HVAC Rep so I wrote the book. Thus far the book has been very well received by the HVAC trade press.
Irene: Tell us about your personal experiences you have had that led you to share your knowledge with others.
Steve: I simply taught my HVAC clients to implement the same customer service strategies that I used successfully for twenty years. My background was in customer service management. Regardless of the industry, when the service infrastructure is stable then world-class service delivery is attainable. I selected HVAC because I kept attracting more HVAC contractors and distributors as clients.
Irene: Although this book is written primarily for the HVAC industry, I would assume it could apply to all industries. What other industries do you believe would benefit from using this book as a teaching tool?
Steve: Due to the trade anecdotes in the book, I believe that elect
At some point many small business owners are left with no or a small amount of capital to promote their business. But many entrepreneurs utilize these free or low budget yet effective tactics to promote their business online and offline.1. Print out flyers or business cards and take them to your local stores, banks, beauty shops etc.2. Word of mouth never fails, so tell your friends to tell their friends.3. Make a cookie, candy or fruit basket and take it to your local store with your business cards.4. Exchange links with other sites.5. Post your brochures business cards at your local bulletin board.6. At a restaurant when
Irene: Tell us about your personal experiences you have had that led you to share your knowledge with others.
Steve: I simply taught my HVAC clients to implement the same customer service strategies that I used successfully for twenty years. My background was in customer service management. Regardless of the industry, when the service infrastructure is stable then world-class service delivery is attainable. I selected HVAC because I kept attracting more HVAC contractors and distributors as clients.
Irene: Although this book is written primarily for the HVAC industry, I would assume it could apply to all industries. What other industries do you believe would benefit from using this book as a teaching tool?
Steve: Due to the trade anecdotes in the book, I believe that elect
There are so many cash back portals on the web now that making a choice becomes extremely difficult. The only thing you can do to select the best one for you is to compare the cash back deals of the portals you visit to make a purchase.If you put the cash back offers of different portals side by side, you will realize that there are different cash backs on the same product on them. Suppose you want to buy a mobile of a major manufacturer, and visit a cash back portal which offers you 5 percent cash back on the mobile purchase you make from a particular merchant listed on that site. Now if you visit another cash back portal and find that for the same p
Irene: Although this book is written primarily for the HVAC industry, I would assume it could apply to all industries. What other industries do you believe would benefit from using this book as a teaching tool?
Steve: Due to the trade anecdotes in the book, I believe that elect
“@#$%& it! Will you quit bugging me with your planning meetings – I’ve got work to do!”That was a statement made to me by a manager when I asked him - for the third time - to work with a group of us assigned a critical project. The project, if carried off well, would have profound effects on the long term health of the business. But it ended up fizzling after two months. Why? Because this manager, in a crucial department, didn’t see the need for planning, and wouldn’t ‘play’.Planning can be looked on as a pain in the neck. Often, at the very best, we do it because we know we ought to. But it’s done grudgingly, and because of that incompletely.
Irene: Although this book is written primarily for the HVAC industry, I would assume it could apply to all industries. What other industries do you believe would benefit from using this book as a teaching tool?
Steve: Due to the trade anecdotes in the book, I believe that electricians, plumbers, general contractors, roofers, landscapers, etc. would benefit from the book. The anecdotes depict scenarios in which most customers are homeowners and the service provider is usually a tradesperson.
Irene: Why do you believe that customer service representatives, in this case in the HVAC industry, are stressed out?
Steve: Customer service reps in almost every industry are stressed out – it’s the nature of the work. HVAC reps handle volatile situations such as when a customer’s heating system breaks down on a zero degree day at 1:00 in the morning. That situation is stressful for the HVAC rep and these events arise every day. Due to the volatile nature of these events, a stable problem solving infrastructure must prevail - if not the event will exacerbate.
Irene: Do you believe that problem solving must start at top management before it filters down to the service reps? If so, how is this possible?
Steve: Yes because management must lead by example. Management’s role is also to invest enough time and resources in building a stable information sharing infrastructure which is the best way to avert problems.
Irene: There are stereotype images
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