Customer Service and The Human E

Customer Service and The Human Experience

by Best-Selling Authors...

Rosanne D’Ausilio, Ph.D.

and Dr. Jon Anton

What will I discover in this book?

· The impact of poor service on your bottom line

· The cost of turnover to your organization

· How to delight your customers

· The #1 driver of customer satisfaction

· The 5 W’s of World Class Customer Service

· How best to effectively/efficiently benchmark your company;

and much more

How much does this book cost? $34.95 + S & H

What’s this book about?

Summary: While much attention has been focused on the technology and benefits of providing multiple channels for 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 in Customer Service and The Human Experience. To quote Dr. D’Ausilio, “We, the people, are what makes the difference. Technology is wonderful – software and hardware a necessity – but their purpose is to enable people, not disable them.”

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

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Human Technologies Global, Inc.
3405 Morgan Drive – Carmel, NY 10512
845/228-6165 – 866/228-1497 - fax 928/223-6165

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