Interview with Steve Coscia on the Professionalism of HVAC and Other Service Industries:
Today, Steve Coscia, the author of the "HVAC Customer Service Handbook", tells us. Steve's book provides a professional service to the strategies and techniques needed to provide world-class customer service. Hello Steve.
Irene: What inspired you to write a "HVAC customer service manual"?
Steve: After completing some HVAC customer service policies and writing more customer service articles for HVAC commercial magazines, I observed how little information is available for the first HVAC Rep, so I wrote the book. So far, the book was very well received by the HVAC commercial press.
Irene: Tell us about your personal experiences that have helped you share your knowledge with others.
Steve: I simply taught my HVAC clients to implement the same customer service strategies as I've successfully applied in twenty years. In the background, he was the customer service management. Regardless of the industry, when the service infrastructure is stable, world-class service is available. I chose HVAC because I came out to attract more HVAC entrepreneurs and distributors as customers.
Irene: Although this book is primarily for the HVAC industry, I assume that it can be applied to all industries. What other industries would you like to use this book as a tutorial?
Steve: Due to the commercial anecdotes of the book, I believe that the book would be useful for electricians, plumbers, general contractors, roofs, landscape painters, etc. Anecdotes show scenarios where most clients are homeowners and the provider is usually a trader.
Irene: Why do you think that customer service representatives – in this case in the HVAC industry – are exposed?
Steve: Customer Servers are exposed to almost every industry – this is the nature of the job. HVAC repetitions handle volatile situations, such as when a customer's heating system is torn to zero in the morning at 1am in the morning. This situation is stressful for the HVAC representative, and these events occur every day. Due to the volatile nature of these events, a stable problem-solving infrastructure must prevail – unless the event exacerbates it.
Irene: Do you think that problem solving should start at top management before filtering out service returners? If so, how is this possible?
Steve: Yes, because leadership must be exemplary. The role of leadership is also to invest in sufficient time and resources to build a stable information exchange infrastructure, which is the best solution to avoid problems.
Irene: There are some stereotypes that represent customer service representatives in a number of service industries, such as plumbing and electrical equipment. Why do you believe this?
Steve: Part of this may be bias. I guess blue-collar workers do not always give a very polished image – but when a HVAC repeat is needed to fix a broken tube or heat a home, blue collar skills are vital and recognized.
Irene: Do you think customer bias may change before they need it?
Steve: New experiences change people's thinking. If a customer encounters a number of HVAC representatives who meet with courtesy and professional behavior, the customer's beliefs will change. It takes time – but it's never too late.
Irene: Your book's details for HVAC customer service representatives. Would you share the reader with the key changes that Members should take in their entirety?
Steve: The key change that readers need to offer includes the stable, problem-solving system that I offer CONTAIN, QUALIFY and CORRECT. The book contains a sequential flowchart of the operation of the process. This approach involves the assumption that customers are usually called because something is wrong, so isolation is needed to keep things worse. The problem then needs to be acquired with active listening skills and then restored with a stable, internal system.
Irene: You mentioned earlier that blue-collar workers will not have a bright image. This may mean that they do not accept the problem solving system because they do not believe there is a problem. How do you propose to take the book seriously?
Steve: There is always room for improvement. Any open-minded person will easily consider the value of my book after reading the first anecdote. I wrote a book based on actual case studies that readers can easily see themselves in anecdotes.
Irene: Do you think the masses are willing to accept the proposed changes in your book?
Steve: Yeah. I've been sharing the methodology for years. Proven and working.
Irene: Is there anything else you want readers to know about you or your book?
Steve: Based on my reports so far, HVAC contractors who read the book earn more money, keep more customers and experience less stress. Interested HVAC professionals need to go to http://www.telestress.com and purchase the book today. My book urges HVAC representatives to be brave and go beyond the status quo and differentiate themselves for the competition.
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