Rosanne Da Ausilio, Ph.D., is revealing the secrets a the secrets about stellar customer service. She knows great customer relationships begin with people, process, and technology. But Rosanne divulges the details, too a the insider tips you need to know to vault your customer service up a notch and give your organization the edge over the competition. Rosanne has spent her career looking at the call center industry. When she speaks, her words carry wisdom and value. Her comments are clear and practical. And you get her best 101 tips from a oeOne Question for Your Customera to a oeThinking Trapsa to a oeEmployee Accountability.a If you dona t have Rosannea s tips on your desk, you dona t have top notch customer service at your company.