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Browse every published article connected to Rosanne Dausilio, with exact attribution and full-archive search.
Articles
Browse every published article connected to Rosanne Dausilio, or search within this exact expert archive.
Tom Peters is mostly associated with managing during bad economic times. On his site (TomPeters.com) he recently wrote: "Instant, mindless cutting of R&D or training or salesforce travel in the face of a downtu is often counterproductive--or, rather, downright stupid. Tough times are in fact ...
The preamble to the United States Constitution begins, ¡¥we, the people.¡¦ I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your employees, including you, gives a customer-- whether ...
What four letter words do we mean? Here are a few: Talk Chat Tell Blab Let's look at ‘talk’ as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--what we think, what we feel or believe about ...
No surprise that the current economy has taken its toll on training. Training budgets have fallen 11% over the last year—from $1202 per learner in 2007 to $1075 in 2008 (Training Magazine’s Industry Report, www.trainingmag.com, November/December 2008, p. 18). However, this is not the time to be ...
Tom Peters is mostly associated with managing during bad economic times. On his site (TomPeters.com) he recently wrote: "Instant, mindless cutting of R&D or training or salesforce travel in the face of a downtu is often counterproductive--or, rather, downright stupid. Tough times are in ...
What four letter words do we mean? Here are a few: Talk Chat Tell Blab Let's look at ‘talk’ as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--what we think, what we feel or believe about ...
Most organizations still do not provide comprehensive, let alone adequate, training in today’s marketplace. A recent report by the Service & Support Professionals Association (SSPA) said that only 27% of service and support staff spend more than 5 days on annual ongoing training. Beyond ...
Historically, 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 ...
The preamble to the United States Constitution begins, ‘we, the people.’ I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your company, your employees, including you, gives a customer-- ...
How do you answer these six questions: 1. Have you ever written and sent an email in haste? 2. Have you ever sent an email without reading it over first? 3. Have you ever forgotten to attach the attachment? 4. Have you answered only two of the three questions asked? 5. Have you ever sent an email when you’re angry? And then regret it later? 6. Have you ever sent a detailed email that needs follow up on either your end or the receiver’s and you never print it out so as to know how to follow up? And then you have to search through all your sent emails to find it?
Isnt’ that a great line? “Denial is not a river in Egypt.” We all know how impactful the voice of the customer is, and how equally important it is to listen to that voice. However, research shows that even though there is a real sensitivity to price among consumers, companies continue to remain in denial. So why isn’t the customer service or customer experience strategy not being tweaked to meet the needs of the customer? Some responses I’ve heard include: “Well, we’re making our numbers,” orrn “It can’t be that bad,” or
How often do you hear ‘thank you for calling’ when you make a call to a company? Almost all the time is my experience, you too? How often does it sound sincere? Much less time, don’t you think? What should it be? It should be a very sincere ‘thank you for calling,’ and you should mean it. If someone has a problem or a complaint and they don’t call, you have no opportunity to assist them, remedy the problem or complaint, and more importantly, create relationship with the customer such that you are their vendor of choice. And that doesn’t mean that they’re not talking about their problem.
The 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.
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downtu 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. By providing world class customer service, and listening to what the customer needs and wants, you are more able to satisfy your customer’s needs.