Executive Interview : Interview With Rosanne Dausilio, Ph.D., from Human Technologies Global, Inc. On Contact Center Customer Service
Rosanne D'Ausilio, Ph.D., answered the call when ContactCenterWorld.com went in search of answers regarding the Contact Center industry and its ability to truly care for the customer. Dausilio provides some real insight as to how important your agents really are in terms of point of contact for the customer and for the company to maintain it's brand.
In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago? Please explain your answer
I think it's worse. While there are many ways to contact a company, they seem to have silos - the left hand doesn't know what the right hand is doing. A call is not connected to an email, a webchat has no connection with a phone call.
Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier? Please explain your answer
In today's competitive marketplace, I am a click away to your competition. My loyalty is to those supplies who give great service.
In your opinion, which industry sectors provide great service and which ones are poor? Please do not name individual companies just sectors.
None is all good or all bad. I have had bad service from internet providers/cell phone providers and great service from them. I could say the same for airlines.
Can you recall a really good experience recently - where you were WOW'd by the service you received? Please explain in as much details as you would like.
I rented a car in Arizona and I was told I could get a map at the counter when I checked in. When I checked in at the counter there were no maps. By the time my paperwork was done, one of the counter people had gone and bought me a map. Duly impressed.
Talking about bad experiences, where do companies go wrong with the service they provide? Give examples to illustrate your response
They are focused on the bottom line/the dollar sign and not the customer or the customer's experience.
Have you noticed any differences in service from people from different cultures? Please explain.
Tones of voice seem to show up for me in other cultures. Attitudes seem to be different, less tolerant, less empathetic.
If you had to give just 1 tip regarding the use of technology in relation to improving customer service, what would your tip be?
Make sure the technology is all inclusive, i.e., everything about a customer is at your fingertips so you can take great care.
If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
Train your people in listening to what is being said, not for the pause to jump in and take someone where they might not want to go in the first place.
If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
Stand at the end and look back and be sure the flow is fluid from start to finish.
In your opinion, how should contact centers measure the level of service they give? Please explain in detail.
First thing is ask the customer how they think you are doing. Second, measure first call resolution and find those calls that are repetitive and make them into website FAQs.
Lastly, can you share with us one of the worst customer service experiences you have experienced recently (do not mention company names just industry type).
My internet/cable/phone provider gave me incorrect information, but said it in such an authoritative manner I thought it was the truth. When I called back with another question, I was told the information I was given was incorrect!
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About Rosanne Dausilio PhD:
ROSANNE D'AUSILIO, Ph.D., industrial psychologist, consultant, trainer, customer service expert, and President of Human Technologies Global, authors Wake Up Your Call Center: Humanize Your Interaction Hub, Customer Service and the Human Experience, How to Kick Your Customer Service Up A Notch:101 Insider Tips, Vol I and II, the Expert's Guide to Customer Service.
About Human Technologies Global, Inc.:
Human Technologies Global provides needs assessments, consulting, customer service skills training across industries specializing in the contact center, train the trainer programs, university certification from Purdue's Center for Customer Driven Quality and executive coaching.
Published: Friday, September 12, 2014