Video
InnSense Leadership - Steve Cokkinias - Warmth, Like a Visit to Grandmother's House
Steve Cokkinias, Founder and CEO of InnSense Leadership, describes "warmth" in the hospitality industry as the feeling one gets when they visit their grandmother's home.
InnSense Leadership - Steve Cokkinias - "Good Morning, Good Afternoon, Good Evening"
Steve Cokkinias, Founder and CEO of InnSense Leadership, discusses how to deliver a professional, consistent greeting in the service industry.
InnSense Leadership - Steve Cokkinias - Don't Ask For Permission to Provide Great Service
Steve Cokkinias, Founder and CEO of InnSense Leadership, discusses anticipatory service, and the need to deliver it BEFORE getting "permission" from the customer.
InnSense Leadership - Steve Cokkinias - Smile With Your Eyes
Steve Cokkinias, Founder and CEO of InnSense Leadership, discusses the proper way to deliver a "genuine smile".
InnSense Leadership - Steve Cokkinias - The 2 DON'TS of Body Language.
Steve Cokkinias, Founder and CEO of InnSense Leadership, discusses 2 "body language mistakes" you should never make.
InnSense Leadership - Steve Cokkinias - The Importance of Eye Contact
Steve Cokkinias, Founder and CEO of InnSense Leadership, dicsusses the importance of eye contact in service interactions.
InnSense Leadership - Steve Cokkinias - The Invitation to Return
Steve Cokkinias, Founder and CEO of InnSense Leadership, discuss the importance of inviting the customer/guest to return/re-connect during service interactions.
InnSense Leadership - Steve Cokkinias - Stop Sales "Information Dumping"!
Steve Cokkinias, Founder and CEO of InnSense Leadership, discusses sales techniques, and what NOT to do.
InnSense Leadership - Steve Cokkinias - The Importance of Clear, Positive Body Language
Steve Cokkinias, Founder and CEO of InnSense Leadership, reviews the importance of clear, positive body language in service interactions.
InnSense Leadership - Steve Cokkinias - "Dear Valued Customer"
Steve Cokkinias, Founder and CEO of InnSense Leadership, discusses the importance of personalized service, and a common mistake to avoid!
InnSense Leadership - Steve Cokkinias - A Family of 5 Checks Into a Hotel....
Steve Cokkinias, Founder and CEO of InnSense Leadership, shares a service story that highlights the need for anticipatory service and mind-reading ability.
InnSense Leadership - Steve Cokkinias - A WOW Story.
Steve Cokkinias, Founder and CEO of InnSense Leadership, shares a service "WOW" story.
InnSense Leadership - Steve Cokkinias - You CAN Read People's Minds!
Steve Cokkinias, Founder and CEO of InnSense Leadership, convinces an audience that you CAN read people's minds during service interactions.
InnSense Leadership - Steve Cokkinias - Yes, we can! ... But actually, no we cannot.
Steve Cokkinias, Founder and CEO of InnSense Leadership, shares the dangers of NOT asking for clarification in service interactions.
InnSense Leadership - Steve Cokkinias - The Formula for Success in Selection.
Steve Cokkinias, Founder and CEO of InnSense Leadership, shares a formula for success in talent selection and retention.
InnSense Leadership - Steve Cokkinias - The Guest Simply Wants Assistance!
Steve Cokkinias, Founder and CEO of InnSense Leadership, reviews the importance of offering assistance WITHOUT asking for permission.
InnSense Leadership - Steve Cokkinias - The Guest Is Your...Messenger.
Steve Cokkinias, Founder and CEO of InnSense Leadership, finishes the following sentence: "The guest/customer is your ______."
InnSense Leadership - Steve Cokkinias - How Long Will the Customer Remember ME?
Steve Cokkinias, Founder and CEO of InnSense Leadership, asks the question: how long after the guest/customer departs, will they remember YOU?
InnSense Leadership - Steve Cokkinias - Give Away the Free Stuff!
Steve Cokkinias, Founder and CEO of InnSennse Leadership, shares the importance of giving away the 'free stuff' to enhance customer satisfaction.
InnSense Leadership - Steve Cokkinias - Delivering Service From Unexpected Areas.
Steve Cokkinias, Founder and CEO of InnSense Leadership, reviews the importance of delivering service from even the unexected areas of your organization.
InnSense Leadership - Steve Cokkinias - Certainly, My Pleasure!
Steve Cokkinias, Founder and CEO of InnSense Leaderhip, discusses the dangers of being "overly scripted" in service interactions.
InnSense Leadership - Stephen A. Cokkinias - A Quote from Walt Disney.
Stephen A. Cokkinias, Founder and CEO of InnSense Leadership, shares a customer service excellence quote from Walt Disney.