Customer Service Skills Training, Customer Service Experts  
 
 

About Human Technologies Global, Inc.

   

Human Technologies Global, Inc., specializes in profitable call center operations in human performance management by providing needs analyses, instructional design, and live, customized,world class customer service skills trainings. Also offered is agent and/or facilitator university certification through Purdue University's Center for Customer Driven Quality.

We have on staff Certified Call Center Benchmarking Auditors that focus on the access and use of key performance data so as to advise on practical solutions for improvement.

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 is a monthly columnist for The National Networker on The Retention Factor.  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.                                          

Human Technologies Global provides:

* Call Center Consulting
* In-depth needs analyses
* Instructional design
* Live, customized world-class customer service training ***See below***
* University Certification from Purdue University's Center for Customer Driven Quality - for front lines as well as for facilitators in train-the-trainer formats.
* Certified Benchmarking Auditor from Purdue University's Center for Customer Driven Quality
* Executive Coaching
* Keynote Speakers-Globally

** Sample Training Modules:

* Quality Customer Service
*
Customer Expectations
* Perception Shifting
* Anger Management
* Stress Reduction
* Change Management
* Communication/Listening
* Team Building
* Accountability/Responsibility/Ownership

* Conflict Resolution
* Rapport Building/Representational Systems
* Language Skills
* E-Mail Protocol
* Empathetic Responsiveness
* Creativity

* Service with a Smile
*Interaction/Role Play
*How to Successfully/Professionally Present

Optional Value Added Package includes:

  • Copy of Wake Up Your Call Center: Humanizing Your Interaction Hub, 4th edition
  • PC Mirror
  • 4-color Pen:
    • Red = Urgent
    • Blue = Timelines
    • Green = Your 2¢ Worth
    • Black = Main Notes

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