Nationally Known Customer Service Expert Shares Secrets with Alabama Contractors

Alabamians are known for their southern charm and engaging friendliness. But what can an outside expert teach them about transforming these common traits to skills that help advance those in business?

“Soft skills are vital to the success of a technician's business,” says Steve Coscia, who is making three trips to Alabama this year to help heating and air-conditioning (HVAC) contractors.

Soft skills, or emotional intelligence, such as good time management, interpersonal abilities and etiquette can make or break a technician's business, says Coscia, president of Coscia Communications and a 20-year customer service veteran.

Soft skills are what customers are most likely to remember and are vital at improving customer service, he says.

Many companies recognize the importance of the new customer service strategies Coscia teaches. That's why Alabama Power invited him to be the keynote speaker at their annual awards banquet in Montgomery, Ala., Feb. 18. They have also booked him for three additional dates in April.

Evergreen, Ala.-based South Alabama Gas, the state’s largest propane and gas company serving 41,000 customers, have also invited him to conduct training sessions in April.

“Coscia has a unique perspective on world-class service," says Bill Stribling, president of Birmingham, AL-based Sullivan Service Co., who plans on attending the banquet. "I first heard him at a national conference and was blown away not only with his engaging teaching methods but also his message. Using his techniques, we have improved customer relations and our technicians are more comfortable interacting with customers.”

The Alabama Board of Heating & Air Conditioning Contractors have approved Steve Coscia's customer service workshops for six hours of continuing education credits (CEUs). As an accredited instructor, Steve Coscia will help Alabama technicians earn CEUs towards their certifications.

His training and speeches will focus on how contractors can use soft skills to explain HVAC concepts better, improve relationships, and ultimately increase sales in this difficult economic climate.

Coscia is the author of the, “HVAC Excellence,” a popular trade school textbook used by colleges and universities nationwide.

For more information, contact Coscia at 610-853-9836, [email protected] or visit

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