People who have read the book have good things to say about it!
Testimonials:
I believe this book is a MUST HAVE for all existing and future contact centre managers at all levels, plus marketers and CRM practitioners. The breadth of topics covered is extensive and the step-by-step guides are practical and easy to follow with great tips and examples. This book will stimulate people's thinking and assist in planning and strategic direction." Jeannine Walsh, Founding & Life Member of the Australian Teleservices Association.
"This book is a huge achievement in terms of those encyclopedic resources. By combining call centre theory with intuitive understanding of customer response management, Darlene Richard offers sense beyond mere common sense." John Lapsley, Founder of Australia's call centre pioneer, Levita Group
"Fills a huge void. This book is a must have for every modern marketer's library and for the thousands who will grapple with the customer relationship management issues during their marketing careers." Ian Kennedy, Director of Marketing, George Patterson Bates.
Then joined the marketing team to sensibly organise & rationalise their data into a manageable, useable & cost-effective data warehouse. I also directed the rationalisation, standardisation & rewriting of all customer communications.
The Customer Response Management Handbook is your one-stop reference for building, rebuilding and improving all non face-to face methods of communication management. Bu focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless communications, VOIP, etc.), Darlene Richard presents s a provocative selection of ideas to help your think through the "whys" of successful customer response management and demonstrates that this success will never rest only on the associated technology but also on the associated people. -- McGraw Hill
Darlene D. Richard has over 25 years practical direct marketing, call centre and business development experience with over 50 organisations in twelve countries.
Speaking & Workshop Testimonials:
Darlene is consistently rated amongst the top one or two presenters wherever she leads a workshop or speaks from the platform. For instance, she just presented at the ATA/Call Centre World Annual Conference (2003) and was evaluated as the number one presenter (out of 30) in both content and presentation (there was only one other speaker who was rated even close in both categories and he was brought over from the States).
Barry Urquhart, international author and keynote speaker, after attending an ATA Breakfast in Perth, WA, 10 April 2002: “Well, you’re not a speaker, Darlene, you’re a business evangelist! I looked around me and saw 120 people perched on the edge of their seats waiting for your next words and then I realised I was waiting too! Thank you! Excellent, professional, highly enjoyable and motivational – you’re certainly a pro.”
Graham Estreich, Manager, Business Solutions, AAPT
“Just a short note to thank you on behalf of AAPT and in particular our Business Solutions team for your assistance with our ATA breakfast in Newcastle this morning. I know that we have thanked you in person, however, I have just spoken with Stephen Jolly from Drake and the ATA; and he advises me that people have been ringing him and thanking him for your presentation. (Apparently something not done before). It was riveting and stimulating and for goodness sake, MOTIVATING, just like you promised. Thank you again.
SONY Meeting Memo of 2001/5/11
From: SONY Arai-san, Omagari-san
Feedback on AU training provided:
“Day was spent on sales training. Although TSRs never possessed a sense of salesmanship, the training was effective and well prepared that it was accepted by TSRs without hesitation.
“The good relationship between Darlene and the other Australian staff members inspired the TSRs that they appeared to trust and feel a sense of closeness to her. The training atmosphere was happy throughout the day, plus TSRs were actively role-playing and voicing opinions.
“Although there was doubt on whether TSRs who were originally hired as technical support staff would become customer service minded/sales minded, training results show that there was nobody unfit for the position of TSR.
The delivery of training aroused trainee interest and never caused boredom. Was able to see the importance of workbook information as well as the importance of the delivery of training.
This training still has a lingering positive effect on the TSRs even after it has been long completed. Team grouping is continuously reviewed at the Australia site, so that TSRs who are sales minded are assigned to sales related teams and not technical support groups.
Manager, Fujitsu Malaysia:
CIC is going great and has won the SONY Presidents Award and named International Call Centre of the Year. We owe it to you for helping stoke the fire and giving the staff belief. Eddie the "quite but comical one" is now a full fledged star. Dougal, Christine and Chris are all making great advances. Anthony has put a great spirit in them and they have a huge amount of respect from the rest of the company now.
G. Allen, Digital Imaging Products, Mobile Network Products & Network Marketing Groups. SONY Australia Ltd.
8-6-02 - Hi Darlene,
CIC is going great and has won the SONY Presidents Award and named International Call Centre of the Year. We owe it to you for helping stoke the fire and giving the staff belief. Eddie the "quite but comical one" is now a full fledged star. Dougal, Christine and Chris are all making great advances. Anthony has put a great spirit in them and they have a huge amount of respect from the rest of the company now.
Grant Fisher, Pyxis Technology Solutions, Newton Auckland NZ
<h2>Sent: Monday, March 31, 2003 9:40 AM
“Yeah, it was great to meet Darlene at CCW, Sydney. She was presenting one of the final workshops on the last day of the conference, and I gate crashed her session after abandoning the other workshop running at the same time.</h3>
Sent: Monday, March 31, 2003 9:40 AM
“Yeah, it was great to meet Darlene at CCW, Sydney. She was presenting one of the final workshops on the last day of the conference, and I gate crashed her session after abandoning the other workshop running at the same time.
“Her presentation (from memory: ‘How to recruit & retain CC staff’) was a breath of fresh air after the other workshops I'd attended thru the conference. Talk about energy and passion...not to mention experience and expertise...all round a superb presso which kept everyone riveted, despite the "graveyard shift" timeslot.”
CSU Executive, Operations & Control, PB Malaysia
April 2003
“The sessions are really interactive and Darlene has been really good in keeping us on our toes. Would love to attend other courses conducted by her in the future.” -
