Steve Cohn
186 connections
Professional Summary
- Extensive experience working with major organizations such as Delta Air Lines, FedEx Worldwide, IBM, Key Bank, Atmos Energy, AT&T, Raymond Weil, and the City of Los Angeles in more than 30 states and six countries.
- My mantra: “People have come to feel dehumanized by an impersonal, technological business world where they rarely get to interact with a live person. They’ve become extremely frustrated and ready to switch to anyone who will treat them better. The secret to separating your business from your competition is to Make Business Personal Again!”
- Awarded the Certified Speaking Professional (CSP) designation by the National Speakers Association and the International Federation of Professional Speakers. Less than 10% of professional speakers worldwide have the Certified Speaking Professional designation. It is the highest earned designation in the speaking industry.
- Former President of the Georgia state chapter of the National Speakers Association.
- Seminar leader, trainer, facilitator, speaker, writer
- Author/co-author of three books.
Specialties:
Customer service, customer relationships, customer caring, e-mail communication, written communication, presentation skills coaching.
Contact Info
560 Summer Breeze Court
Alpharetta, GA 30005 (work)
Work/Education
Work Experience
Education
Steve Cohn posted a blog entry Nov 23, 2009
ComcastCares fixes only some of the problem
Back in the late 1980s, I read a story about how Chrysler was offering the longest and most thorough warrantee in the automobile business. It was an attempt to compete with the Japanese who had a better reputation for quality than did American cars.
The reporter who wrote the story took the... more »
Steve Cohn posted a blog entry Oct 26, 2009
Facebook Violates the Basic Rules of Serving Customers
Facebook users were surprised this weekend to find that their Facebook news feed had changed. It wasn’t just a cosmetic change, it was a complete change in the way Facebook users get their information from their “friends.”
The change left users completely confused and baffled about why... more »
Steve Cohn posted a blog entry Oct 21, 2009
Study says customers feel “duty bound” to tell others about their bad experiences
A new survey by RightNow Technologies has some very disturbing news for those who think they can give poor service and get away with it. The survey studied online shoppers’ attitudes toward the technology used for customer care, but it has application for anybody dealing with customers.
There... more »
Steve Cohn posted a blog entry Oct 14, 2009
Customer Service Hero: Lori Ray, Olympus America, Ltd
Lori Ray, customer service representative for Olympus America saved my day. For that, I have named her a Customer Service Hero.
I had just finished recording a client’s words for a writing project I’m working on and went to transfer the remarks from my Olympus VN-4100PC digital voice recorder to... more »
Steve Cohn posted a blog entry Oct 8, 2009
You don’t have to say “NO!”
Nothing bugs me more than watching an employee make a customer angrier than he has to be. Why would they do this?
Customers are often talking to you in a state of increased agitation. They’re upset and they want satisfaction, but so often, if we find we can’t do what the customer wants us to do... more »
Steve Cohn posted a blog entry Sep 8, 2009
Don’t make employees deal with stupid rules
People in my customer service classes always ask me, “What makes customers so angry?” Here’s an example.
According to the New York Times, flyers on some recent flights have been told they cannot place any items in the seatback facing their seat. When asked why, flight attendants have blamed... more »
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