One of the leading challenges for today’s managers is the training and motivating of excellent agents. While much attention has been focused on the technology and benefits of providing multiple channels or customer contact, little attention has been paid to handling the human part of the equation-training CSRs to field more than just telephone communications. 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 Experience is everything a leader of a service and support organization 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 maximize 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