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The Power of Strong Service Leadership Management
Steve CosciaCoscia Communications Inc.
www.coscia.com
Being A Leader & Service Meetings
Personalization
Experience(story)
Content
Highest Level
Lowest Level
Command the room. Posture, eye contact,
smile, be authoritative
and prepared.
People like and learn from stories. Share a
success from the past
week.
They will pay more attention to this if you put more effort
into the above two behaviors.
Speech & Training Effectiveness
� Four Step Process
1. Preparation – Mental Focus
2. Presence – Platform Mechanics
3. Residual – What do you want employees to Feel, Understand, Do and Remember?
4. Outline – Open, Middle and Close
2 or 3 minutes (this sets the
stage for meeting
success)
Most of the meeting may be
comprised of this.
1 or 2 minutes to reinforce your key
message.
Dealing with rejection is what enables a person to grow both personally and professionally.
The visceral, gut-level stomach ache one gets when they are rejected can be the fuel to ensure that it doesn’t happen again.
Many people over-achieve simply because they endured rejection.
People’s feelings are going to get hurt!
Leaders Speak the Truth - Life Is Not Fair
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Expectations
No Vapor
Get it inBlack & White
Expectations
Teamwork and Cooperation What is Management?
� Getting things done through people.
What is Delegation?
� Giving people things to do.
Training
The cost of training is always less
than the cost of ignorance.
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Manager
Involvement
Subordinate
Involvement
“I’ll do it.”
“Look into this and give me the particulars. I will decide.”
“Give me your analysis and recommendation for my review.”
“Decide and let me know your decision. But wait for my go ahead.”
“Decide and let me know
your decision. Then take action unless I say not to.”
Decide and take action,
but let me know what you7 did.”
“Decide and take action. You need not check back
to me.”
Managers may use a variety of delegation levels, depending on the task, the person
and the complexity. Regarding human assets, a
manager’s primary role is to help subordinatesbecome more successful.
Manager’s Responsibility
Successful Delegation
.Tell why the task is important.
.Define the desired results.
.Define authority parameters.
.Agree on a deadline.
.Ask for feedback.
.Set up a follow up schedule.
Manufacturer ContractorDistributor CSR
•R & D•Engineering
•Design•Supply Chain
•Logistics•Marketing•Advertising
•Sales•Training
•Supply Chain•Logistics
•Marketing•Advertising
•Sales•Training
•Marketing •Advertising
•Sales•Training
The Supply Chain
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Wimp
Junction
The Anatomy of a Call
Scripting Methodology
Situation: Service Strategy:
Possible Script:
Customer calls and demands a quote for a leaky faucet.
Remain calm, speak slowly and with a positive tone of voice. Convey
that phone quotes are often inaccurate and that visual confirmation
is required to properly assess the problem. Ask to schedule for today.
Our experience is that a phone quote is almost always inaccurate,
so instead of Low Balling a price to get in the door, our customers
have come to prefer a price based on us accurately inspecting the
situation and making a recommendation. We can have a plumber
come this morning. May I schedule you?
1
2
3
Writing a Script for Price-Shopping Customers
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Customer Satisfaction History
9%
19%
54%
0%
10%
20%
30%
40%
50%
60%
70%
Didn't Complain Complained But
Not Satisfied
Complained And
Satisfied
Data Point 1
Data Point 2
Source: TARP 1974 – 1979, Authorized by US Gov. Customer Satisfaction Study
The above study is about listening.
Why People Don’t Listen
� Short Attention Span – Many fit this profile
� Biases - Based on past experience
� The Need To Be Right -Driven by personal agenda
� Time Constraints - Too rushed to communicate clearly
Courageous ListeningThe most common cowardly listening behaviors are:
� Too embarrassed to admit mind-drift - continue the hoax and hope for the best.
� Too timid to ask a person with a heavy foreign accent to repeat themselves - fail to qualify.
Listening Skills
� empathetic
� peripheral
� 8
� tension
� interrupt
� active
� seconds
� assume
� attentive
� 10
� vision
� say
� energy
� problems
� 50
Work with a partner to determine which words will complete each phrase.
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Training SystemContractor BundleStarter Bundle
Educational Resources
Questions? Call Steve Coscia 610-853-9836
Thank You
Steve Coscia
Coscia Communications Inc.
610-853-9836
www.coscia.com