|
Includes:
HVAC Customer Service Handbooks:
· You
will receive five (5) copies
· Handling
Interruptions
· Greeting
Customers
· Opening
and Closing Phone Calls
· Rushing
Customers Off the Phone
· Verbose
Customers
· Using
Restraint, Not Retaliation
· When
Less Information is More
· Voice
Mail Etiquette
· Customer
Service Crossword Puzzle
· NOTE:
This manual is used as the textbook in HVAC Customer Service courses in
more than 40 colleges across North America!
World Class Service on DVD:
· Little
Skills and Big Accomplishments
· Attitude
and Aptitude
· The
Vocal Image
· A
World Class Operation Site Visit
· Personal
Responsibility and Change
· Adaptability—Resiliency
and Static Cycles
· Listening
Skills.
Customer Service Stress Relief on DVD:
· Stress
and the Customer Service Rep
· How
Stress Works
· Four
Stages of Stress
· Connection
Between Stress and Perception
· Be
Prepared for Anything
· …
and more!
World Class Service to Maximize Sales:
· 2
Audio CD Set
· Upselling
Strategies
· Five
Upselling Scripts
· Human
Insight and Building Rapport
· The
Service Placebo
· Weapon
Words & Absolute Extremes
· Contain,
Qualify and Correct.
MP3 Audio Files on CD:
· Upselling
· Solving
Problems
· Those
Dreaded “Morning Calls”
· …
and more!
Also Included:
· Lesson
Plan
· Classroom
Instructions
· Six
mp3 Audio Files
· Exam
· Employee
Certificates
· Five
E-Learning Lessons (Site License)
· CSR
Expectations for Service Managers
· Scripting
Diagram for Service Managers
· PowerPoint
Presentations for Classroom Instruction. |
STEVE COSCIA:
creator of the
Complete HVAC Customer Service Training System
Steve
Coscia’s clients make more money through better customer
retention, increased upselling and heightened awareness to how stress
can limit productivity and
effectiveness.
Steve’s
strategies cut through the clutter and focus on the key
behaviors which enable a company to become world class. His books,
videos, audio programs and
e-learning have helped thousands of customer service professionals.
"Our residential HVAC revenue is up 30% in the first 6 months after we
started working with Steve. Our employees really learn from the Coscia
Training System. It's easy and very engaging. I do the training myself." C.D.
"One of my company's inside people gained so much confidence on the
telephone that I gave her some proactive telephone duties. In one month,
she sold an extra $15,000 in maintenance contracts. Thanks
Steve!“ D.P. |
