His message: tenacity and demeanor are as important as trade skills.
Customer service expert Steve Coscia — author of "The HVAC Customer Service Handbook" and "The Trade Technician's Soft Skills Manual" — has been invited to speak at the commencement ceremonies for the 2011 graduating class of IntelliTec Colleges in Colorado Springs, CO, on August 6.
Coscia conducted one of the HVAC industry’s first studies of stress in customer service environments. The survey revealed the causes of stress, along with the most common manifestations of post-stress behavior among customer service professionals. Tele-Stress® is a registered trademark of Coscia Communications.
Inviting Coscia to speak was an easy decision, says IntelliTec’s Dean of Students, Randy Flynt.
“We selected Steve Coscia as our graduation commencement speaker because he represents everything that we would like our graduates to set their sights toward,” Flynt says.
Coscia has consulted with small-to-medium-size companies and also well-known firms, including Dell Computer, Motorola, VISA, and Olive Garden Restaurants. Coscia is also a Factory Authorized Dealer customer service instructor for Carrier Corporation and Bryant Heating and Cooling Systems.
Coscia says he, "hopes to inspire the students with the idea that their tenacity and demeanor will be just as important as their trade skills.”
IntelliTec has been providing quality medical and technical training for students in Colorado since 1965. The college has campuses in Colorado Springs, Grand Junction, and Pueblo. They're accredited by the Accrediting Commission of Career Schools and Colleges, and approved and regulated by the Colorado Department of Higher Education, Private Occupational School Board.