DVD set improves dispatcher phone skills

Steve Coscia, noted customer service expert and author of the HVAC Customer Service Handbook, has created a DVD set designed to help truck fleet dispatchers deliver

Steve Coscia, noted customer service expert and author of the HVAC Customer Service Handbook, has created a DVD set designed to help truck fleet dispatchers deliver exceptional customer service over the phone. The set includes two DVD titles: World Class Service and Customer Service Stress Relief.

In the DVDs, Coscia uses service anecdotes, research data and practical experience to educate and inform viewers in a fun and lively format. He also provides 30 minutes of live and real-time telephone consulting to enhance the value of the DVD content.

“These DVDs provide us with a valuable resource to train, stay calm and support our field technicians. The points covered in these DVDs are very relevant to what we deal with every day and provide us several tangible behaviors that we can use,” said Bob Williamson, gm for Moyer & Son Home Services, a service fleet company that uses the DVDs to train and support its dispatch personnel.

The DVD video set is available for $147.00, plus S&H, at www.coscia.com or by phoning 610-853-9836.
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