Impact Learning Systems

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      • Maximize Your Company’s Cold Calling Training with these Dos and Don’tsCold calling is a hard art to master, and when conducting cold calling training for your team, the instructing part can be just as difficult as the cold calling itself. After all, how do you teach confidence? How do you help people deal with rejection? Part of...
      • How Internal Metrics can Help You Decrease Turnover RatesIn the world of call centers, metrics are king. Resolution time, first call resolution, CSAT scores, and average call duration, to name a few, are meticulously tracked, recorded, analyzed, and then acted upon. The goal, typically, is to use these metrics to in...
      • Is Your Sales Team Getting the Most out of Your Sales Coaching?A colleague of mine from Miller Heiman surveyed a number of sales managers by asking how much true coaching they have done in the last 60 days. The shocking truth? Three-quarters of these managers admit they only coach sporadically and say that coaching time j...
      • Customer Service and Social MediaThe Link Between Social Media and Customer Service Social networks are the new battleground for customer satisfaction. As a result of sites like Facebook, LinkedIn, Twitter and Pinterest, the customer experience is no longer isolated—it is communal. Companies...
      • What’s Apple’s Secret for their Legendary IT Customer Service Training?Apple is a company known for, among other things, attention to details. Steve Jobs had a reputation for being uncompromisingly particular about every part, interface, and material used in his products. When Apple stores first hit the scene in 2001, every eleme...
      • When Things Go Wrong, Don’t Forget the Core Principles of Customer CareRecently, I had an experience whereby the principles of customer care sorely failed, and it reminded me that even when logistics break down, supplies fall short, and a company ends up short-staffed, companies need to remember that practicing customer service s...
      • Is Your Customer Loyalty Program Following the Trend?American Express performed a survey, where results discovered "seven in ten Americans (70%) are willing to spend an average of 13% more with companies they believe provide excellent customer service." Many companies use Customer Loyalty Programs as a way to ca...
      • Customer Loyalty: Starring the Sales TeamWhen thinking about who in the organization has the biggest role in creating loyal customers, we typically think of the after-sale service and support teams. But the sales team has a critical role to play as well. In fact, recent research shows that of four...