Request for consultation
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 your students. 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 Cosica, 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.
- Clear and concise presentation of anecdotes (based on actual case studies) are followed by practical explanations of world-class service behaviors.
- Fun and engaging artwork to better simulate the reader's imagination and motivation.
- References to broad business case studies which validate the application.
- Proven standards, practice tips, forms, documents, checklists, diagrams and tables provide valuable learning and practice resources.
Halos and Hygiene.
The Customer is Always Right.
Customers and Congruency.
Editorializing and Empathy.
Words and Weapons.
Clutter and Clarity.
Fearlessness and Finesse (listen skills chapter).
Appendix (forms, charts, etc).