Posts Tagged ‘Professionals’

Customer Service Reps Become World-Class Professionals

Austin, TX (PRWEB) January 25, 2006

HVAC companies are becoming more aware of the importance of achieving the world-class professional status by training their customer service reps strategies and techniques, according to Steve Coscia, author of “HVAC Customer Service Handbook” (Coscia Communications ISBN 0976755211). Coscia has been in the customer service field for 20 years and knows what he is talking about.

“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,” say Coscia.

A best selling author and columnist, Coscia is a keynote speaker and facilitates at HVAC customer service workshops. An avid researcher, he conducted one of the industry’s first studies of stress in the customer service environment proving that post-stress behavior is very common among the customer service professionals.


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