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Articles from Rosanne Dausilio | Selfgrowth.com
- Denial (Da Nile) Is Not A River in Egypt! - by Submitted on Apr 27, 2012 from Rosanne DausilioIsnt’ that a great line? “Denial is not a river in Egypt.” We all know how impactful the voice of the customer is, and how equally important it is to listen to that voice. However, research shows that even though there is a real sensitivity to price among consumers, companies continue to ...
Views: 1103 - Don't Push Send Yet! - by Submitted on Apr 27, 2011 from Rosanne DausilioHow do you answer these six questions: 1. Have you ever written and sent an email in haste? 2. Have you ever sent an email without reading it over first? 3. Have you ever forgotten to attach the attachment? 4. Have you answered only two of the three questions asked? 5. Have you ever ...
Views: 1158 - Thank You for Calling - by Submitted on May 18, 2010 from Rosanne DausilioHow often do you hear ‘thank you for calling’ when you make a call to a company? Almost all the time is my experience, you too? How often does it sound sincere? Much less time, don’t you think? What should it be? It should be a very sincere ‘thank you for calling,’ and you should mean it. ...
Views: 4445(3 votes) - The Impact of Conflict Management Training on Customer Service Delivery - by Submitted on Aug 31, 2009 from Rosanne DausilioThe Impact of Conflict Management Training on Customer Service Delivery. This was the title of my case study in partial fulfillment of my doctoral degree which I completed in 1996. More on this in a moment. Here it is 13 years later and… In a recent survey training participants were asked ...
Views: 1953(2 votes) - To Train or Not to Train - by Submitted on Jul 09, 2009 from Rosanne DausilioAccording to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer ...
Views: 1245(1 vote) - The 5 W's of World Class Customer Service - by Submitted on Apr 22, 2009 from Rosanne DausilioThe preamble to the United States Constitution begins, ‘we, the people.’ I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your company, your employees, including you, gives a customer-- ...
Views: 1493 - Customer Service and Today's Economy - by Submitted on Apr 02, 2009 from Rosanne DausilioTom Peters is mostly associated with managing during bad economic times. On his site (TomPeters.com) he recently wrote: "Instant, mindless cutting of R&D or training or salesforce travel in the face of a downturn is often counterproductive--or, rather, downright stupid. Tough times are in ...
Views: 1889 - The State of Training Today - by Submitted on Mar 12, 2009 from Rosanne DausilioNo surprise that the current economy has taken its toll on training. Training budgets have fallen 11% over the last year—from $1202 per learner in 2007 to $1075 in 2008 (Training Magazine’s Industry Report, www.trainingmag.com, November/December 2008, p. 18). However, this is not the time to be ...
Views: 1176 - What About This Economy? - by Submitted on Feb 24, 2009 from Rosanne DausilioTom Peters is mostly associated with managing during bad economic times. On his site (TomPeters.com) he recently wrote: "Instant, mindless cutting of R&D or training or salesforce travel in the face of a downturn is often counterproductive--or, rather, downright stupid. Tough times are in fact ...
Views: 1138 - Training Update For 2008 - by Submitted on Oct 01, 2008 from Rosanne DausilioMost organizations still do not provide comprehensive, let alone adequate, training in today’s marketplace. A recent report by the Service & Support Professionals Association (SSPA) said that only 27% of service and support staff spend more than 5 days on annual ongoing training. Beyond ...
Views: 1103 - Communication Is Not A 4-Letter Word! - by Submitted on Oct 01, 2008 from Rosanne DausilioWhat four letter words do we mean? Here are a few: Talk Chat Tell Blab Let's look at ‘talk’ as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--what we think, what we feel or believe about ...
Views: 948 - Communication Is Not A 4-Letter Word! - by Submitted on Feb 27, 2008 from Rosanne DausilioWhat four letter words do we mean? Here are a few: Talk Chat Tell Blab Let's look at ‘talk’ as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--what we think, what we feel or believe about ...
Views: 917 - Customer Service And The Human Experience - by Submitted on Feb 13, 2008 from Rosanne DausilioHistorically, 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 touch points of entry for any given interaction. With all the options the Internet ...
Views: 1092 - The 5 W's Of World Class Customer Service Training - by Submitted on Feb 08, 2008 from Rosanne DausilioThe preamble to the United States Constitution begins, ¡¥we, the people.¡¦ I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your employees, including you, gives a customer-- whether ...
Views: 1530