Rosanne Dausilio, Ph.D.'s Articles in Customer Service

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Do You Use Customer Satisfaction Surveys? In a survey of over 2000 senior human resource executives (Novations Group), 2 out of 3 organizations are experiencing growing demand for customer service training. Do you survey your customers? We, The People, Make A Difference As I've often said, what distinguishes one company from another in today's competitive marketplace is its relationship with the customer--in other words, customer service. First Call Resolution: What About That 14%? Customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment--this is a given. Customer Service Training Remains Inadequate Most organizations still do not provide comprehensive, let alone adequate, training in today's marketplace. Are You Satisfying Your Customers? While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true. The 5 W's of World Class Customer Service Training The interaction anyone has at any level with your company, your employees, including you, gives a customer-- whether current, potential, or internal or external--an opportunity to make a judgment about you, your company, all companies like yours in the industry.

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