Champion for the Human Press Releases Customer Service and the Human Experience for the first time as an ebook. Investment: $47
While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little attention has been paid to handling the human part of the equation—training CSRs to field more than just telephone calls Dr. D'Ausilio and Dr. Anton have successfully merged the critical human aspect of the contact center with the ever-growing need for metrics and the bottom line. With their insightfulness and vast experience, they impress upon you the incalculable value of the human touch in customer service.
" Dr. Rosanne D'Ausilio and Dr. Jon Anton have researched and compiled a 'gem' of a workbook that provides the roadmap for service and support organizations to provide the level of customer service needed to 'wow' their customers. Excelling at customer service is not an accident - it requires a well-structured and comprehensive program for identifying, training, monitoring, rewarding and continuous improvement. This workbook on Customer Service - The Human Connection is everything a leader of a service and support organiza- tion would need to plan the work and then work the plan for creating and delivering a service culture to their customers. Enjoy the read and the learning experience!" Peter J. McGarahan, Executive Industry Fellow, STI Knowledge, Inc.
Dr. D'Ausilio and Dr. Anton have produced a literary masterpiece! The combined knowledge and experience poured into this book make it a must for anyone in the call center industry. The examples and statements in the book make it easy for management to maxi- mize productivity of their representatives while still keeping their wants, needs and aspirations in mind. A must-read for the serious call center manager! Robert Renteria, Bombardier Aerospace
What will I discover or uncover in this book?
The impact of poor service on your bottom line
The high cost of turnover to your organization
How to delight your customers
The #1 driver for customer satisfaction
The 5 W’s of World Class Customer Service Skills Training
Best Practices for Inbound Calls
Self Service Effectiveness (or Ineffectiveness)
How to Rub Numbers together to determine your productivity
How best to effectively/efficiently benchmark your company; and much, much more
To quote Dr. D’Ausilio, “We, the people, are what makes the difference. Technology is wonderful – software and hardware a necessity – but their purpose is to enable people, not disable them.”
With their insightfulness and vast experience, they impress upon you the incalculable value of the human touch in customer service. "Dr. Rosanne D'Ausilio and Dr. Jon Anton have researched and compiled a 'gem' of a workbook that provides the roadmap for service and support organizations to provide the level of customer service needed to 'wow' their customers.
Note: If you would prefer hard copy of Customer Service and The Human Experience, go here now. The book will be on its way to you within 3 - 5 business days at a cost of $34.95 plus shipping and handling.