AUTHORS: Coscia - ©2012
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 and engaging. 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 you the fine art of customer service. Based on more than 30 years of studies and field research, this text teaches the skills you need to advance in your careers and differentiate yourself 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.