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Rosanne Dausilio, Ph.D.'s Articles

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Do You Use Customer Satisfaction Surveys? In a survey of over 2000 senior human resource executives (Novations Group), 2 out of 3 organizations are experiencing growing demand for customer service training. Do you survey your customers? We, The People, Make A Difference As I've often said, what distinguishes one company from another in today's competitive marketplace is its relationship with the customer--in other words, customer service. 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 Replaced 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 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 Inadequate Most 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. Communication Is Not A 4-Letter Word Poor communication is the most frequently reported single major source of frustration in companies today. What is communication? Simply, communication is threefold. The 5 W's of World Class Customer Service Training The interaction anyone has at any level with your company, your employees, including you, gives a customer-- whether current, potential, or internal or external--an opportunity to make a judgment about you, your company, all companies like yours in the industry.