How to Take the Pulse of Your Company | THE RETENTION FACTOR

The Retention Factor with Rosanne D'Ausilio, Ph.D.

• Internal Customers
• Questions to Ask
• Then What?
  

We often speak (or read) about customer service, customer satisfaction, and customer retention and that the best way to determine how you’re doing is to ask your customer.

Well if you want to know how your company is doing internally, ask your (internal) customer. Who is that? Your employees, your peers, your direct report, any and every one who has an impact on the customer experience. There is what we call a ‘moment of truth’ when a customer (internal or external) make a decision about you, your company, maybe even all companies in your industry--based on their interaction with anyone from the front lines up to and including your CEO.

What do we look for when we take the pulse of a company?

Here are some of the questions we ask:

• What are the strengths of your people
• What are their weaknesses
• What are the commonalities among applications
• What are the changes currently going on in your organization
  • Hardware
  • Software
  • Teams
  • Rules/Regulations
• What is today’s stress level
• What doesn’t get communicated powerfully
• What feels like you’re working with one hand tied behind your back
• What are the mixed messages that are rampant at your company
• Why are your customers calling
• What is a Typical Call/Call from Hell
• What isn’t communicated effectively/efficiently
• What’s the biggest gripe on the side of the customer
• What’s the biggest gripe on the side of the employee
• What gets accelerated and why
• What works really great
• In a perfect world what would you do differently
  

When you can answer these questions, you’re really getting to know your company and its people.

How do you accomplish this? We do it by:

• Interviewing people
• Monitoring calls
• Studying the flow
• Navigation of screens
• After call process
  

We don’t want to talk only to the best people but to all of them, whenever possible, at all levels.

We then identify the gaps and with that knowledge in hand, we are best able to present options. These options can fall into one of three categories: people, process, technology. If it is determined that it’s a people issue (which often it is), we design customized training sessions to address the gaps and kick it up a notch in the area of customer service.


ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management. Over the last nearly 25 years, she has provided needs analyses, instructional design, and customized, live customer service skills trainings as well as executive/leadership coaching. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.

Known as 'the practical champion of the human,' she authors 7 best sellers “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)—motivational and inspirational readings, 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, The Expert’s Guide to Customer Service, Volume II as well as her popular complimentary ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! at http://www.HumanTechTips.com

Rosanne is also a Certified Call Center Benchmarking Auditor through Purdue University's Center for Customer Driven Quality. This certification training focuses on the access and use of key performance data to help better understand benchmarking results so as to advise on practical solutions for improvement.

For 10 years prior to starting her own organization, Rosanne had responsibility for marketing, budgeting, promoting and ultimately producing domestic and international computerized trade shows in the US, London, Belgium, and Frankfurt. She inaugurated, created, trained and directed a telemarketing on-site staff and was one of the first 150 people to attain CMP (Certified Meeting Professional) certification in 1987.

She is a columnist for TMCnet.com, Ask the Expert at supportindustry.com, and The National Networker. She represents the human element on the Advisory Board of an Italian software company, authors numerous articles for industry newsletters, and is a much sought after dynamic, vibrant, internationally prominent keynote speaker.

For more information, please visit Rosanne's TNNWC Bio.

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How to Take the Pulse of Your Company | THE RETENTION FACTOR