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Rosanne Dausilio PhD

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President, Human Technologies Global Inc

274 points

ROSANNE D'AUSILIO, Ph.D., industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, President of Human Technologies Global, specializes in human performance management providing needs analyses, instructional design, and customized, live customer service skills trainings ...

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

Known as 'the practical champion of the human,' she authors 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 32-card deck of cards), How to Kick Your Customer Service Up A Notch: 101 Insider Tips, How to Kick Your Customer Service Up A Notch: ANOTHER 101 Insider Tips, The Expert’s Guide to Customer Service, and her popular ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! at http://www.HumanTechTips.com

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WEB: Cust Service Experts

Rosanne Dausilio PhD and 4 other people answered this question

Jan. 23, 2012

What are the main tools you use to communicate with your customers?

While I agree with all of the above, for me the important point is to communicate in the mode the customer contacts you in. So if they email you, email back. However, if there is more than one or two emails, I'd kick it up ... more

Customer Service

Rosanne Dausilio PhD and 10 other people answered this question

Jan. 17, 2012

What's the best way to motivate front line customer service agents?

Statistically the #1 motivator is acknowledgment, acknowledgment of a job well done, by feedbacking specifically what you liked about what they did, said, or responded to a client or customer. I would add that there is no #1 best way, people are people and are ... more

Customer Service

Customer Experience Management

Talent Management

Rosanne Dausilio PhD and 10 other people answered this question

Dec. 23, 2011

What hiring approaches can improve customer service long term?

Simply put, hire for attitude, teach aptitude.

Human Resources

Customer Experience Management

Customer Loyalty

Rosanne Dausilio PhD and 4 other people answered this question

Dec. 9, 2011

In terms of running a business how do you define the term "mistake"?

I believe if you're not making mistakes, you are playing it safe/ Mistakes are learning and growth opportunities. That being said, I am a perfectionist and don't like to make mistakes, but try to reframe them, learn from them and not make the same one ... more

Customer Service

Human Resources

Information Technology

Rosanne Dausilio PhD and 12 other people answered this question

Dec. 1, 2011

Ideally where should Customer Service sit within an organisation?

I would like to see Customer Service be their own department, supporting sales, supporting operations, and supportng other touch point departments. Customer service is three fold: People, Process, Technology and I believe the customer service department should have a heavy emphasis on the people side. ... more

Customer Service

Human Resources

Organization Design

Rosanne Dausilio PhD and 6 other people answered this question

Nov. 25, 2011

What's the best way to tell clients/ business partners "thank you" when you're on a budget?

I agree with all the above, but would add that the thank you note should not only be handwritten, but personal, mentioning something that was part of an interaction between you or a conversation, so it's not a 'stock' thank you note.
And one of the ... more

Business Development

Rosanne Dausilio PhD and 7 other people answered this question

Nov. 16, 2011

Does technology in the workplace allow us to be more human or does it make us less human?

I believe technology supports people, doesn't replace them, and the people are the 'human' aspect, not the technology. more

Human Resources

Rosanne Dausilio PhD and 33 other people answered this question

Nov. 16, 2011

Is communication competency a skill or an art?

Interesting conversation. I believe communication means that a message was sent, it was received, and it was understood. Can communication be taught? Yes I believe it can, but there's more to it. As mentioned, listening is a key component of communication and many people listen ... more

Human Resources

Information Technology

Rosanne Dausilio PhD and 7 other people answered this question

Nov. 3, 2011

What are the challenges to outsourcing social media customer service?

I think the biggest challenge when considering outsourcing any part of your organization is the due dilligence of the company you're outsourcing to. Their investment in the outcome is not necessarily the same as yours! more

Customer Service

Social Customer Care

Social Customer Service

Rosanne Dausilio PhD and 26 other people answered this question

Oct. 13, 2011

What is the one business characteristic that you would like to mimic of Steve Jobs?

Love what you do an do what you love. He gives/gave new meaning to 'think outside the box," In fact, he created one that never even existed before! more

General Management

Rosanne Dausilio PhD and 31 other people answered this question

Sept. 26, 2011

If you can't give an employee a raise, what are other ways to reward them?

To add to what has already been said:
1) Employee of the month parking space closest to the front door!
2) Wall of Fame where acknowledgments are posted.
3) Opportunity to work flex hours, if possible.
By the way the #1 of the top 10 of motivating employees is ... more

Human Resources

Employee Engagement

Rosanne Dausilio PhD and 3 other people answered this question

Sept. 19, 2011

Is a multichannel strategy more important than resolving a customer's issue?

To my thinking, nothing is more important than resolving a customer's issue having little to do with channels. Of course, we need them to be available so the customer has their choice of contact, but what's important is unified, consistent, service on any channel. What ... more

Customer Service

Social Customer Care

Rosanne Dausilio PhD and 1 other person answered this question

Aug. 16, 2011

What are key reasons why customers remain loyal to a product or service?

I believe what separates one company from another is not its product or service--it's a given that must be good. What makes the difference, what distinguishes them from each other is the relationship with the customer. So for me the key reason I remain loyal ... more

Customer Service

Rosanne Dausilio PhD and 8 other people answered this question

Aug. 10, 2011

What are your tips for giving constructive feedback?

My suggestion is first create a safe environment in which to speak one on one, then tell the person all they do right and invite them to look at the specific scenario together--as opposed to an adversarial relationship--and ask for feedback from them first as ... more

General Management

Human Resources

Employee Communications

Rosanne Dausilio PhD and 104 other people answered this question

Aug. 8, 2011

What do you think successful people do that others don't?

Successful people don't stop before the miracle. What do I mean by that? They don't allow their limited belief systems to stop them. They are tenacious in their focus to go for the gold and reasonableness doesn't enter the picture! more

General Management

Human Resources

Rosanne Dausilio PhD and 4 other people answered this question

Aug. 4, 2011

In what way will the increasing sophistication and power of smartphones influence customer service?

Smart phones, in my opinion, become merely another touch point for customers to reach companies with hopefully less lag time and more efficiency. However, if it's used as an incoming phone call, it's no different than a land line. Email hasn't even been improved enough ... more

Customer Service

Rosanne Dausilio PhD and 3 other people answered this question

Aug. 3, 2011

How do you get/influence your customers to understand which channels to use for which issues?

We believe that creating relationship with customers builds trust and in that space you can influence/educate them as to which channel would best suit their needs in any particular situation. The fact that self service is available 24/7 is a benefit to them should be ... more

Customer Service

Rosanne Dausilio PhD and 1 other person answered this question

July 27, 2011

What is the definition of "world class customer service"?

Here's my working definition. Those activities provided by a company’s employees that enhance the ability of a customer to realize the full potential value of a product/service before and after the sale is made thereby leading to satisfaction and repurchase. more

Customer Service

Human Resources

Customer Experience

Rosanne Dausilio PhD and 3 other people answered this question

July 26, 2011

Is exceeding customer expectations aspirational rather than realistic?

Great question. I'd hate to think that we'd just 'settle' for the basics. What separates one company from another in today's world is not its product or service, but rather the relationship with the customer. If I'm only given the basics--and sometimes those aren't even ... more

Customer Service

Customer Satisfaction

Rosanne Dausilio PhD and 7 other people answered this question

July 18, 2011

Is roleplaying an effective customer service training technique?

I agree with all the above, and would say that it needs to be done in real time, with actual scenarios using the good, the bad and the ugly to set benchmarks and to learn from one another. We ask our clients for their scenarios, ... more

Customer Service

Human Resources

Contact Centers

Rosanne Dausilio PhD and 1 other person answered this question

July 11, 2011

Wondering what customer service will mean to people and organisations in 10 year's time?

Great question. While technology will continue to make interacting easier and available 24/i7, there will still be a need for the human interaction. People/customers won't have metamorphosed twenty five years from now - they will still have needs where a human is necessary to handle ... more

Customer Service

Rosanne Dausilio PhD and 5 other people answered this question

July 1, 2011

POLL: Are you more likely to purchase from a brand if they respond to a question you tweet? (Y/N)

Regardless of the channel of response, I am more likely to purchase from them. I for sure would not purchase from anyone who does not respond to my question, again regardless of channel used. more

Customer Service

Rosanne Dausilio PhD and 1 other person answered this question

June 21, 2011

Is customer centricity an aspiration or a reality?

If we define 'customer centricity' as simply focus on the customer, then it's neither an aspiration or a reality, but a necessity in my opinion, more

Customer Service

Rosanne Dausilio PhD and 5 other people answered this question

June 8, 2011

What would be different if we started treating our employees as if they were our customers?

If employees were treated as customers, churn/turnover would be reduced, internal satisfaction surveys will score much higher, employees would be more motivated, and all told, everyone wins, the employees, the (external) customers, and the company. more

Customer Service

Human Resources

Information Technology

Rosanne Dausilio PhD and 8 other people answered this question

June 3, 2011

Why do you unsubscribe from emails?

When the email is trying to sell me something and the sale supercedes the value of the email, I unsubscribe.
If it's a third party, I automatically unsubscribe.
When the content is no longer germaine, I'm gone. more

Email Marketing

Rosanne Dausilio PhD and 11 other people answered this question

June 2, 2011

What customer service actions help to ensure repeat business?

To assure repeat business, take care of the customer in that first contact, first call resolution, wherever and whenever possible. And to be sure that customer has received satisfaction, ask them! more

Customer Service

Customer Experience Management

Customer Loyalty

Rosanne Dausilio PhD and 62 other people answered this question at this roundtable

May 26, 2011

Smart or Lucky - What Differentiates Successful Technology Companies? [5/24 @ 1:30 pm]

What's the one piece of advice you would give to an entrepreneur who is looking to start a company?

To piggyback on all the great advice, I would add:
1) You must be passionate about what you want to do/be/have or you'll quit before you even get there.
2) Set goals, short term and long term, both personal and professional. Otherwise, you leave it up to ... more

Entrepreneurship

Rosanne Dausilio PhD and 8 other people answered this question

May 24, 2011

What's the most stressful thing you have to deal with at work?

I think the mixed messages that seem to be more rampant today than any other time. My favorite one is "We're really committed to quality here, but hurry up!" So which is it quantity or quality? I have an entire chapter in one of my ... more

Customer Service

General Management

Human Resources

Rosanne Dausilio PhD and 10 other people answered this question

May 24, 2011

What are your suggestions for strengthening existing relationships with customers?

I agree with all the above and would add...
Stay in touch with your customers, be consistent in your communication, and be a good listener. We have two eyes, two ears and one mouth. Not only isten to your customer but where applicable integrate what they ... more

Customer Service

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Customer Service

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