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ROSANNE D'AUSILIO, Ph.D., industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, specializes in human performance management. providing needs analyses, instructional design, and customized, live customer service skills trainings and executive/leadership coaching. Also offered is agent / facilitator university certification through Purdue University’s Center for Customer Driven Quality.
Known as 'the champion of the human,' she authors 5 best sellers Wake Up Your Call Center: Humanize Your Interaction Hub 4th ed, Customer Service and the Human Experience, Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck , How to Kick Your Customer Service Up A Notch: 101 Insider Tips, and hot off the press How to Kick Your Customer Service Up A Notch: ANOTHER 101 Insider Tips, at http://www.customer-service-expert.com Rosanne is also a Certified Call Center Benchmarking Auditor through Purdue University's Center for Customer Driven Quality. This certification training focuses on the access and use of key performance data to help better understand benchmarking results so as to advise on practical solutions for improvement. For 10 years prior to starting her own organization, Rosanne had responsibility for marketing, budgeting, promoting and ultimately producing domestic and international computerized trade shows in the US, London, Belgium, and Frankfurt. She inaugurated, created, trained and directed a telemarketing on-site staff and was one of the first 150 people to attain CMP (Certified Meeting Professional) certification in 1987. She is a columnist for TMCnet.com and Ask the Expert at supportindustry.com. She represents the human element on the Advisory Board of an Italian software company, authors numerous articles for industry newsletters, and is a much sought after dynamic, vibrant, internationally prominent keynote speaker. Sort By: Date | Popularity
 The Impact of Conflict Management Training on Customer Service DeliveryThe Impact of Conflict Management Training on Customer Service Delivery. This was the title of my case study in partial fulfillment of my doctoral degree which I completed in 1996. More on this in a moment. Here it is 13 years later and… Customer Service and Today's EconomyAccording to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies willing to significantly improve their customer service, as this enables you to stand out among your competition. To Train or not to TrainOne key element to surviving an economic downturn is excellent customer service.This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition. Customer Service and the Human ExperienceHistorically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away. First Call Resolution: What About That 14%?Customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment--this is a given. The Human Touch Will Never Be ReplacedHistorically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible points of entry for any given interaction. Who Are Your Customers?Are you aware of who your customers are? Are they male or female? What is their age? Are they married or single? If you answered no to any these questions you are not alone. Many organizations are unaware of who their customers are. Do You Do Too Many Things At Once?Does this ever happen to you? Do you feel overworked? Overwhelmed? Overtired? Most of us are busier than ever: We're doing our jobs plus sometimes the jobs of one or two gone-but-not-replaced colleagues and doing it all with less support. Customer Service Training Remains InadequateMost organizations still do not provide comprehensive, let alone adequate, training in today's marketplace. Are You Satisfying Your Customers?While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.
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