You are the first to know – my latest book is on Amazon in Kindle format at http://tinyurl.com/dyd5oqt
I am not trying to impress you, but impress upon you, the impact you and your people have not only on the customer, internal and external, current or potential, but the bottom line as well.
The interaction anyone has at any level with your employees, including you, gives any customer an opportunity to make a judgment about you, your company, all companies like yours.
70-90% of what happens with customers is driven by human nature, having nothing to do with technology. Qualities found in human interaction can eliminate much of the frustration leading to unnecessary escalations. Sometimes a customer wants interaction—not automation.
I often talk about taking customer service and ‘kicking it up a notch.’ In the food industry, the word ‘lagniappe’ is often used. Its definition is “a small present given to a customer with a purchase. For example, when you go to the bakery and buy a dozen donuts or bagels, you oftentimes get a ‘free’ one or a baker’s dozen.
That’s what customer service should be about–giving the customer more than they expected.
Rosanne D’Ausilio, PhD is an industrial psychologist, consultant, customer service expert, author of 7 books on the subject, master trainer, and known in the industry as the ‘champion for the human.’
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
PS Here’s the link http://tinyurl.com/dyd5oqt direct to the book.