In the Chinese language the word and symbol for crisis is the same as the word and symbol for opportunity. 


Literally translated it is ‘crisis is an opportunity riding on the dangerous wind.’*


This means it comes down to perception.  How do I see this issue, this customer, this current economic downturn, my life, my career, my future, and your life.


In light of all that is in the media–which is either negative or fear based–it’s not easy to shift your perception.  That is not to say that there isn’t reality in some of what’s being reported.  Scams, layoffs, bankruptcies, and companies, pensions, bonuses, even people who used to be count-on-able seem to be no longer.


What I see as happening is people are in ‘frozen mode’ not making any changes, no investment in yourself. 


With all the uncertainty out there, there is someone who is count-on-able and that is you.  And when this time in our history passes—which it will—you (and I) will still be here and who we are and how we handle ourselves will get us through.


I believe this is the time to take great care of yourself, of your teams, your co-workers, your peers, your customers, and your family.

And one certain count-on-able way is to hire a coach, someone who is your mentor, your cheer leader, who pushes you out of your comfort zone and supports you in reaching or surpassing your goals.


Here are some of the results of the Landmark ICF Global Coaching Client Study Released 2009


96.2 % of coaching clients report they would repeat their coaching experience.

82.7 % of coaching clients report they are “very satisfied” with their coaching experience.


The top three motivations for obtaining coaching are:

1)  40.9%  Self-esteem/Self-confidence

2)  35.6%  Work/Life Balance

3)  26.8% Career Opportunities


Demographics include:


ü  35.9% between 36 and 45 years old

ü  65% are female

ü  The duration for the average coaching relationship for survey participants was 12.8 months.

ü  More male dominated than female

ü  At the corporate level there needs to be a beginning and an end, i.e., 10 sessions at a time

ü  upper level management – ongoing

 The purposes of coaching to my way of thinking include, but are not limited to:

ü  Establish Goals

ü  Determine Obstacles

ü  Create Priorities

ü  Identify Challenges

ü  Internal/External Expectations

ü  Generate Boundaries

ü  Articulate Communication

ü  Influence/Empower Others

In business applications, benefits recorded in a study conducted by Manchester Inc reflect:

Tangible Business Impacts

53%      Productivity
48%      Quality
48%      Organizational Strength
39%      Customer Service
34%      Reduced Complaints
22%      Bottom Line Profitability
12%      Reduced Turnover

I think it bears repeating that these are tangible, measurable results as reported by executives.

Again, when you take great care of your people, they take great care of your customers.

ROSANNE D’AUSILIO, Ph.D., industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, specializes in human performance management.  providing needs analyses, instructional design, and customized, live customer service skills trainings and executive/leadership coaching.  Also offered is agent / facilitator university certification through Purdue University’s Center for Customer Driven Quality.


Known as ‘the champion of the human, she authors 5 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 , 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, at


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 in 1987.                                                                  


She is a columnist for and Ask the Expert at  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.


* Excerpted from Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition by Rosanne D’Ausilio, PhD, Purdue University Press, p. 169 with permission,