Tools for professionalism in customer service

Interview with Steve Coscia discuss professionalism in the HVAC industry and other services:

Today we have Steve Coscia, author of "HVAC Customer Service Handbook", talking with us. Steve's book gives a professional service strategies and techniques necessary to deliver world-class customer service. Hello Steve.

Irene: What inspired you to write "HVAC Customer Service Handbook"?

Steve: After a couple of speeches HVAC customer service and writing several articles of customer service for HVAC magazines I noticed how little information there was for the front-line HVAC Rep so I wrote the book. So 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 just taught my HVAC customers to implement the same strategies of customer service that I used successfully for twenty years. My background was in the management of customer service. Regardless of industry, when the service infrastructure is stable then world-class service delivery can be reached. I selected HVAC because I kept a greater number of HVAC contractors and distributors as clients.

Irene: Although this book is written primarily for the HVAC industry, I guess that could apply to all industries. What other sectors do you think would benefit from using this book as a teaching tool?

Steve: Because of the anecdotes in the book trade, I think that electricians, plumbers, general contractors, roofers, landscapers, etc. would benefit from the book. The anecdotes describe scenarios in which the majority of customers are homeowners and the service provider is usually a merchant.

Irene: Why do you think the customer service representatives, in this case in HVAC industry, are stressed?

Steve: customer service representatives in almost all areas are stressed - is the nature of the work. HVAC reps handle volatile situations such as when the heating system of a customer breaks a day of ground zero at 1:00 am. This situation is stressful for the HVAC rep and these events are born every day. Due to the volatile nature of these events, a stable infrastructure, solve problems must prevail - if the event does not worsen.

Irene: She believes that the solution of problems must begin with top management before it filters down to the duplication of service? If so, how is that possible?

Steve: Yes, because management must lead by example. Management role is also to invest enough time and resources in building a stable infrastructure sharing information that is the best way to avoid problems.

Irene: There are stereotyped images of customer service representatives in many of the services sector, for example, plumbing and electrical. Why do you think this occurs?

Steve: Some of these may be due to bias. I suppose that the workers can not always convey a very shiny - but when HVAC reps are needed to repair a broken pipe or to warm a house and then blue-collar skills becomes vital and appreciated.

Irene: How do you think could change the bias of the customer before they are needed?

Steve: New experiences change the way a person thinks. If a customer encounters numerous HVAC representatives who behave with courtesy and professionalism, so I guess the client at the end changes. It takes time - but it's never too late to start.

Irene: Your book details tools for HVAC customer service representatives. Want to share with readers some of the fundamental changes that representatives should do as a whole.

Steve: The main change that I recommend to readers to include the use of a stable system and problem solving I CONTAIN law, qualify and CORRECT. The book includes a flow chart of how this sequential process. This approach includes the assumption that customers usually call because there is something wrong, then the containment is necessary to ensure that things are not deteriorating. The problem must be qualified with active listening skills and then corrected with a stable in-house system.

Irene: You mentioned earlier that the workers can not have a polished image. With what may be a bias on their part not to accept the system of solving problems because they do not think there is a problem. How do you propose to take seriously your book?

Steve: There's always room for improvement. Any open minded person can easily perceive the value of my book after reading the first story. I wrote the book, based on actual case studies so that readers can easily see in the stories.

Irene: Do you think the masses are ready to accept the changes you propose in your book?

Steve: Yes. I shared my method for years. And 'tried and it works.

Irene: Is there anything else you want readers to know you or your book?

Steve: Based on the evidence that I have received so far, HVAC contractors who have read my book is making more money, keep more customers and experience less stress. HVAC professionals interested should go to http://www.telestress.com and buy the book today. My book urges HVAC reps to be brave and go beyond the status quo and to stand for the competition .......