I received a call today from a client who recently completed Impact Learning Systems’ customer service training program for tech representatives: Getting to the Heart of Technical Support™.
Hurrah for Customer ComplaintsMarch 4th, 2010 by Vasudha DemingInterruption Management for Customer Service TeamsFebruary 24th, 2010 by Vasudha DemingFor as long as I’ve done customer service training, clients have asked for guidance on how frontline employees can best manage their time and tasks. Never has this issue been more urgent (and confusing), however, than in the last year or so. With nearly universal adoption of technology such as Instant Messaging (IM), opt-in alerts, Twitter, and more, employees and their managers are struggling to strike the right balance between “caught up” and “caught in.” Customer Service 101February 18th, 2010 by Peggy CarlawCustomer Service—the Customer’s WayWhile driving down the road the other day, I heard the following commercial on the radio: Engaging Customers in a Networked WorldFebruary 8th, 2010 by Malcolm CarlawThere’s a view of sales and customer service evolving in social networks that goes beyond selling or supporting the features and functions of products or services; it’s about engaging customers and giving them a voice. Back in the stone age, these communities were called users groups; now they’re called online communities. It turns out that engaging customers is good business and network technology is a perfect tool to get them engaged. Why Buy If They’re Not Selling?January 15th, 2010 by Vasudha DemingYears ago, a mentor told me that she never buys from someone who doesn’t ask for the sale. It was an off-the-cuff remark, but it turned into a powerful lesson for me. At the time, I was just learning how to make sales calls—and how to overcome the associated nervousness. This casual comment somehow bolstered my confidence; the notion of “asking for the sale” seemed to indicate competence and expertise. It has informed my selling—and buying—ever since. The Business Case for First Call ResolutionJanuary 7th, 2010 by Peggy CarlawKeeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain. Altitude Software Flies High With First Call ResolutionJanuary 2nd, 2010 by Peggy Carlaw Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software.Getting Real With Your ResolutionsJanuary 1st, 2010 by Vasudha DemingI’m writing this blog post on January 1, the universally acknowledged (if technically unofficial) day of goals, aims, and resolutions. We all set them, and at the moment that we do, we’re bursting with hope, determination and enthusiasm. It turns out, however, that these good intentions are generally not enough to carry us through to the actual achievement of our goals. Motorola: Relentless in the Pursuit of Improving Customer SatisfactionDecember 31st, 2009 by Peggy Carlaw
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Motorola’s Home Networks & Mobility Division partnered with Impact Learning Systems and 
