Trade Technician's Soft Skills Manual

ISBN-10: 1111313814
ISBN-13: 9781111313814
Edition: 2012
Authors: Steve Coscia
List price: $41.95 Buy it from $13.89
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Description: Learning to express yourself in a positive and professional way can be an art-form. THE TRADE TECHNICIAN'S SOFT SKILLS MANUAL, teaches these important soft skills with line drawings, photographs, and anecdotes from real case studies. This approach  More...

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Book details

List price: $41.95
Copyright year: 2012
Publisher: Delmar Cengage Learning
Publication date: 3/10/2011
Binding: Paperback
Pages: 128
Size: 5.75" wide x 8.75" long x 0.25" tall
Weight: 0.330

Learning to express yourself in a positive and professional way can be an art-form. THE TRADE TECHNICIAN'S SOFT SKILLS MANUAL, teaches these important soft skills with line drawings, photographs, and anecdotes from real case studies. This approach makes the subject area approachable while engaging the reader. The anecdotes are followed by explanations of proven service behaviors, along with proven standards, practice tips, forms, documents and checklists complete the text to teach technicians the fine art of customer service. Based on more than 30 years of studies and field research, this text teaches the skills needed for a trade technician to advance in their careers and differentiate themselves from others in their field. THE TRADE TECHNICIAN'S SOFT SKILLS MANUAL is written by Steve Coscia, a motivational speaker who managed a technical support team for more than 20 years and has used these techniques and practices to advance his own career as an industry expert.

Foreword
Preface
Acknowledgments
Halos and Hygiene
The Halo Effect
Hygiene and Neatness
First Impressions
Summary
The Customer Is Always Right
Different Greeting Styles
Start Your Day on a Positive Note
Smiling and Eye Contact
The Constructive Diversion
Keeping the Door Open-When the Customer Is Wrong
Summary
Customers and Congruency
What You See Isn't Always What You Get
Customer Assumptions
Active Skepticism and a Proactive Stance
Personality and Process
Complacency and Personality
Congruency and the Community
Summary
Empathy and Editorializing
The Culture Within a Company
Culture, Attitude, and an Anniversary
Why Empathy Is Important
Editorializing-Don't Criticize Your Coworkers
The Dr. Jeckle and Mr. Hyde Service Style
Editorializing-Speak Less and Get Busy
Summary
Words and Weapons
The Power of Common Courtesy
Blame Implication and the �Do It Yourself� Customers
Words, Health, and Lifestyle
The Power of Words
Words and Voice Mail
Summary
Clutter and Clarity
Clarity, Cell Phones, and Cognitive Skills
Clutter and Clarity
Verbal Junk
Keeping Customer Requests Constructive
Personal Congruency and Clarity
Summary
Listening and Learning
Did You Hear That?
Short Attention Span
Biases and Listening
Would You Rather Be Right or Happy?
Help Me to Help You
Mutual Understanding and the Three F's
Asking Questions
The Mutual Benefit
Following Up
Be Responsible
Summary
Appendix Checklists
Communication
Listening
Organization
Cleanliness
Attitude
Forms
Company Dress Code Policy
Employee Expectation Guidelines
Technical Service Manager Guidelines
Index

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