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Rosanne Dausilio, Ph.D.'s Articles

  • 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.
  • Customer Service and The Human Experience
    Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction.

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