76 Low Cost Strategies that Small Businesses Can Implement to Super-Charge Growth
Check out Mine which is #7– Write, Write, Write!
at http://tinyurl.com/32n59tv
Comments always welcome.
Regards
Rosanne D’Ausilio, PhD
Archive for the ‘Customer Service Expert’ Category
76 Low Cost Strategies that Small Businesses Can Implement to Super-Charge Growth
Wednesday, August 25th, 2010How to Leverage Customer Service
Thursday, August 19th, 2010How to Leverage Customer Service to Increase Sales and Customer Loyalty.
I’m being interviewed on a teleseminar on Wednesday, Sept 15th at 1 pm EST.
We all know that customer service plays:
- a significant role in the delivery of our products and/or services, and
- an even bigger role in building the loyalty and satisfaction of our clients after a purchase is made.
Is there a role for customer service even before the selling cycle begins? What might that be? How do we offer service to people we haven’t met and build a personal relationship that will lead first to a sale and then to a testimonial from a raving fan?
How do you leverage what you know about customer service to drive sales and increase customer commitment?
Please participate in the Customer Service Assessment so we can include your requests/requirements. The purpose of this assessment is to gain an understanding of your customer service challenges and gain insight to how we can help you leverage the delivery of customer service in order to increase your sales. The assessment will only take you about 5 – 10 minutes to complete. Enjoy! . Do it now or just sign up for the teleseminar at http://tinyurl.com/3xtnvjh
Regards,
Rosanne D’Ausilio, Ph.D.
Consultant, Master Trainer, Best Selling Author
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/228-6165 – fax 775/206-0290
http://www.human-technologies.com
http://www.customer-service-expert.com
PS Check this out right now right here at http://tinyurl.com/3xtnvjh
PPS If someone else at your organization should receive this, please forward it directly to them or share this with them.
Worklife Balance Strategies
Friday, August 13th, 201095 Strategies for Work/Life Balance When You Work From Home
I’m #47 (my favorite number) called Places Everyone.
http://tinyurl.com/29rjqdq
Enjoy
Rosanne D’Ausilio, PhD
CBC – Cooperative Business Community
Monday, August 9th, 2010As a member of the Management Committee of the Cooperative Business Community of The National Networker, I’m delighted to report it is now open to all entrepreneurial companies and emerging enterprises internationally. The CBC, less than two months old, already boasts more than ten active company members whose combin…ed client, reader and opt-in email lists number in the hundreds of thousands. One of the group’s stated objectives is to represent a combined list of in excess of one million subscribers by September 1st. At its current rate of growth, this will likely happen. Read more at
http://bit.ly/CBCbulletinPDF
If you have any questions or comments, please do so below.
The Influence Project: How Influential Am I?
Thursday, July 29th, 2010Update: I’m now 317 of 20905 and still in the 98 percentile. Keep being influenced by me please! http://fcinf.com/v/cm62
If you haven’t voted yet, all you need do is click on the link
http://fcinf.com/v/cm62
It may take a bit to load – please be patient.
Thanks, and regards,
More than 80 Strategies to Motivate Employees
Tuesday, July 27th, 2010This is in a popular Carol Roth blog. I’m #34.
http://tinyurl.com/298r5dz
Always interested in comments, feedback, etc.
Regards
How Influential Are You? Am I?
Wednesday, July 14th, 2010
That’s what The Influence Project is designed to answer. By participating, you will have your picture appear in the November issue of Fast Company magazine as part of an amazing photo spread. The more influence you demonstrate, the bigger your picture will be.
Check it out for yourself, and then vote for me!
Regards
Rosanne Dausilio PhD
Thank You for Contacting Us
Monday, June 21st, 2010Dear Subscriber,
Thank You for Contacting Us – my latest column for the National Networker is live at http://tinyurl.com/395pjbc
Be sure to leave your comments, feedback, and suggestions for future topics.
Regards
Rosanne D’Ausilio PhD
Training’s Impact on Turnover
Monday, May 17th, 2010My latest column on Training’s Impact on Turnover in The National Networker is at http://tinyurl.com/2cw58qj
Be sure to give us feedback, comments, questions.
Regards,
Rosanne D’Ausilio, PhD
Training Update and My 2 Cents
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A 2010 Ascent Group study found and recommended:
1) Most companies studied had a difficult time balancing the day to day needs of the business with the need to train and develop frontline employees.
My 2 cents: Make the time and take the time to train and prepare your valuable customer service resource—your frontlines. Include refresher and ongoing training to keep your frontlines in top performance and current on their soft and technical skills.
2) Hire for attitude, train for technical skills.
My 2 cents: We’ve been waving a flag saying ‘hire for attitude, train for aptitude’ for years. Look for motivated and enthusiastic people and then train them for skill. In other words, people who demonstrate potential, not necessarily experience, may turn out to be your best people ever.
3) Communicate job expectations throughout new hire training.
My 2 cents: This should be a given. The more a new employee understands the job, the environment, the expectations, the less confusion, misunderstanding, and turnover you’ll experience.
4) Emphasize the importance of customer service in the training process. It’s reported that 20% of new hire training is focused on soft skills.
My 2 cents: First off, I don’t think 20% is enough but for sure it’s better than nothing. In order to understand customer expectations and customer perspectives, role playing, simulation, and interaction is a must. Customer service must be defined so you have a benchmark to work towards and improve.
5) Engage new hires with ‘hands-on’ training, make it real. This report showed a growth in more interactive, hands on training opportunities.
My 2 cents: In my opinion, hands on training is the only way to go. Otherwise, the employee is not getting an experience, merely a lecture. Once experiential, it can be included in their every day behavior.
6) Mentoring/monitoring ease the transition to the floor. 46% of companies do this.
My 2 cents: Couldn’t agree more. One on one mentoring helps establish confidence and competence, and is an early avenue to put in corrections as and when needed.
7) Involve supervisors and coaches in new hire and refresher training.
My 2 cents: I am delighted to report this one. Supervisors should have a vested interest in new employees from the start, and be accountable for their successful transition. Being involved in the training gives the supervisors a common language to support the new hires.
These are a few of the major findings from this survey.
I do want to remind you that to create the right experience, companies need to make a fundamental shift from managing volume—the numbers—to managing relationships—the people.
ROSANNE D’AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management. Over the last 23 years, she has provided needs analyses, instructional design, and customized, live customer service skills trainings as well as executive/leadership coaching. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.
Known as ‘the practical champion of the human,’ she authors 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 (includes a 32-card deck of cards)—motivational and inspirational readings, 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 (http://www.customer-service-expert.com) The Expert’s Guide to Customer Service (http://www.customer-service-expert.com/report.htm) as well as her popular complimentary ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! available at http://www.HumanTechTips.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.
She is a columnist for TMCnet.com, Ask the Expert at supportindustry.com, and The National Networker. 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.
