Comments for Impact Learning Systems http://www.impactlearning.com Get to the HEART of Customer Service Mon, 13 Feb 2012 23:51:00 +0000 hourly 1 http://wordpress.org/?v= Comment on The Employee Experience: Motivate, Empower, Invest by Glenn Friesen http://www.impactlearning.com/the-employee-experience-motivate-empower-invest/#comment-494 Glenn Friesen Mon, 13 Feb 2012 23:51:00 +0000 http://www.impactlearning.com/?p=8269#comment-494 More great trends from Brian Solis:  http://www.flickr.com/photos/briansolis/6703988863/lightbox/ and  http://www.briansolis.com/2012/02/a-critical-path-for-customer-relevance-part-1/
http://www.flickr.com/photos/briansolis/6703988863/lightbox/ and 
http://www.briansolis.com/2012/02/a-critical-path-for-customer-relevance-part-1/

]]> Comment on Customer Service Is Cool — Pt 2 by John Freshney http://www.impactlearning.com/customer-service-is-cool-pt-2/#comment-493 John Freshney Mon, 13 Feb 2012 18:18:00 +0000 http://www.impactlearning.com/?p=6629#comment-493 Great post Rachel.  It's nice to read of someone recognising the effort and charm applied by many of these "unsung heros. Well done for bringing it to light! John Great post Rachel.  It's nice to read of someone recognising the effort and charm applied by many of these "unsung heros. Well done for bringing it to light!
John

]]> Comment on Perception and Customer Service by Barry Dalton http://www.impactlearning.com/perception-and-customer-service/#comment-492 Barry Dalton Fri, 10 Feb 2012 01:40:00 +0000 http://www.impactlearning.com/?p=6806#comment-492 hey Rachel - really on point concepts.  I have an alternative equation for you however when it comes to cause and effect.  Your cartoon is very funny.   But let me suggest this.  "we need to improve (not services but) the customer experience"  We can't afford it?  really? because the experience is the only differentiator, the only value creator.  Investing everything in promotions?  That's so old school vertical marketing.  Don't you know its a horizontal marketing economy?  Why won't customers pay full price? Its not because service stinks.  Its because the experience stinks.  And that experience starts way upstream from customer service.  Customer service is at the tail end of the experience chain.  The place where customers go when the product stinks.  Shipping is delayed.  The product is out of stock.  Billing is wrong.  The website is confusing.  Organizations spend way too much time and money trying to "fix" customer service.  Instead, how about fixing all those upstream processes that drive demand for customer service in the first place. The cause and effect is much different through this lens. thanks for the post hey Rachel — really on point concepts.  I have an alternative equation for you however when it comes to cause and effect.  Your cartoon is very funny.   But let me suggest this.  "we need to improve (not services but) the customer experience"  We can't afford it?  really? because the experience is the only differentiator, the only value creator.  Investing everything in promotions?  That's so old school vertical marketing.  Don't you know its a horizontal marketing economy?  Why won't customers pay full price? Its not because service stinks.  Its because the experience stinks.  And that experience starts way upstream from customer service.  Customer service is at the tail end of the experience chain.  The place where customers go when the product stinks.  Shipping is delayed.  The product is out of stock.  Billing is wrong.  The website is confusing. 

Organizations spend way too much time and money trying to "fix" customer service.  Instead, how about fixing all those upstream processes that drive demand for customer service in the first place.

The cause and effect is much different through this lens.

thanks for the post

]]> Comment on When to Use Customer Service Games in Training by Glenn Friesen http://www.impactlearning.com/when-to-use-customer-service-games-in-training/#comment-491 Glenn Friesen Thu, 09 Feb 2012 20:49:00 +0000 http://www.impactlearning.com/?p=8424#comment-491 Nice lists! Nice lists!

]]> Comment on The Role of Consistency in Professional Support — Part 1: Employee Coaching by Anonymous http://www.impactlearning.com/the-role-of-consistency-in-professional-support-part-1/#comment-490 Anonymous Thu, 09 Feb 2012 18:29:00 +0000 http://www.impactlearning.com/?p=8471#comment-490 Coaching is so important because it gives employees the tools needed to actually help a customer. Not every interaction can be scripted and planned for, and nothing is more frustrating for a customer then getting stuck in a loop of useless information as they get passed from rep to rep. Training will give you the basics. Coaching teaches employees how to handle the unusual, and those are the scenarios that make for great customer experience. Coaching is so important because it gives employees the tools needed to actually help a customer. Not every interaction can be scripted and planned for, and nothing is more frustrating for a customer then getting stuck in a loop of useless information as they get passed from rep to rep. Training will give you the basics. Coaching teaches employees how to handle the unusual, and those are the scenarios that make for great customer experience.

]]> Comment on Tracking Customer-Focused Metrics by John Smith http://www.impactlearning.com/tracking-customer-focused-metrics/#comment-489 John Smith Sat, 04 Feb 2012 09:03:00 +0000 http://www.impactlearning.com/?p=8198#comment-489 measuring the operational metrics matters a lot. I really like whatever you have explained under the heading "What is customers point of view" Thank you for sharing this with us. measuring the operational metrics matters a lot. I really like whatever you have explained under the heading "What is customers point of view"
Thank you for sharing this with us.

]]> Comment on Creative Employee Incentives by Tony Delaney http://www.impactlearning.com/creative-employee-incentives/#comment-488 Tony Delaney Thu, 26 Jan 2012 22:03:00 +0000 http://www.impactlearning.com/?p=8331#comment-488 Sarah I agree with your comments above. The key to a successful reward program is identifying the rewards that will best motivate, engage and inspire staff. Offering rewards that are different can have a huge positive impact, especially if you offer "experiences" rather than products. The “experience” has a longer lasting and more positive impact on the recipient and on colleagues around them. At Brownie Points (www.browniepoints.comau) we encourage our clients to get creative with rewards and offer a range of product, services and experiences to inspire people of all ages and gender. Sarah
I agree with your comments above. The key to a successful reward program is identifying the rewards that will best motivate, engage and inspire staff.
Offering rewards that are different can have a huge positive impact, especially if you offer "experiences" rather than products. The “experience” has a longer lasting and more positive impact on the recipient and on colleagues around them.
At Brownie Points (www.browniepoints.comau) we encourage our clients to get creative with rewards and offer a range of product, services and experiences to inspire people of all ages and gender.

]]> Comment on Upselling and Cross-selling by Customer Service and Support Teams by Jeff Toister http://www.impactlearning.com/upselling-and-cross-selling-by-customer-service-and-support-teams/#comment-487 Jeff Toister Thu, 19 Jan 2012 21:15:00 +0000 http://www.impactlearning.com/?p=8150#comment-487 You hit the nail on the head... Reps need to be onboard and the upsell needs to benefit the customer. I think many companies fail at this because they only consider the revenue, but not how to use upselling as a way to increase customer satisfaction. You hit the nail on the head… Reps need to be onboard and the upsell needs to benefit the customer. I think many companies fail at this because they only consider the revenue, but not how to use upselling as a way to increase customer satisfaction.

]]> Comment on Upselling and Cross-selling by Customer Service and Support Teams by Anonymous http://www.impactlearning.com/upselling-and-cross-selling-by-customer-service-and-support-teams/#comment-485 Anonymous Tue, 17 Jan 2012 21:42:00 +0000 http://www.impactlearning.com/?p=8150#comment-485 "Despite advancements in technology to identify sales opportunities through segmentation and behavior analysis, if the agents speaking with customers don’t want to sell or don’t introduce the sale in a way that benefits the buyer, there will be no sale." Absolutely! Tools are tools, it takes people to use them -- and to use them correctly! "Despite advancements in technology to identify sales opportunities through segmentation and behavior analysis, if the agents speaking with customers don’t want to sell or don’t introduce the sale in a way that benefits the buyer, there will be no sale."

Absolutely! Tools are tools, it takes people to use them — and to use them correctly!

]]> Comment on 3 Tips for Cross-Selling and Upselling Success by Glenn http://www.impactlearning.com/3-tips-for-cross-selling-and-upselling-success/#comment-484 Glenn Tue, 17 Jan 2012 21:01:00 +0000 http://www.impactlearning.com/blog/?p=1504#comment-484 Great comment, Daniel! Good points! Great comment, Daniel! Good points!

]]> Comment on The Employee Experience: Motivate, Empower, Invest by Anonymous http://www.impactlearning.com/the-employee-experience-motivate-empower-invest/#comment-483 Anonymous Tue, 17 Jan 2012 20:59:00 +0000 http://www.impactlearning.com/?p=8269#comment-483 Fantastic examples! Fantastic examples!

]]> Comment on Invest in Your Front-line Supervisors by Rachel Miller http://www.impactlearning.com/invest-in-your-front-line-supervisors/#comment-482 Rachel Miller Tue, 17 Jan 2012 20:31:00 +0000 http://www.impactlearning.com/?p=8074#comment-482 Great comment! Glad you agree that continuous learning applies to every employee - not just CSR's. Great comment! Glad you agree that continuous learning applies to every employee — not just CSR's.

]]> Comment on Is There an App for That? Tailoring Customer Service for Mobile Devices by Rachel Miller http://www.impactlearning.com/is-there-an-app-for-that-tailoring-customer-service-for-mobile-devices/#comment-481 Rachel Miller Tue, 17 Jan 2012 18:25:00 +0000 http://www.impactlearning.com/?p=7989#comment-481 Hi Enkata! Glad you enjoyed the post. 2012 is going to be a very exciting year for service and support. Hi Enkata! Glad you enjoyed the post. 2012 is going to be a very exciting year for service and support.

]]> Comment on Invest in Your Front-line Supervisors by Anonymous http://www.impactlearning.com/invest-in-your-front-line-supervisors/#comment-480 Anonymous Mon, 16 Jan 2012 20:48:00 +0000 http://www.impactlearning.com/?p=8074#comment-480 "A bad supervisor can quickly compromise an otherwise well-performing team." Excellent point! That's why every supervisor could stand to have a few training sessions of their own, even as they are responsible for training other employees. Their attitudes and behaviors will effect the whole team and ripple outward into how they handle customers. "A bad supervisor can quickly compromise an otherwise well-performing team."

Excellent point! That's why every supervisor could stand to have a few training sessions of their own, even as they are responsible for training other employees. Their attitudes and behaviors will effect the whole team and ripple outward into how they handle customers.

]]> Comment on Is There an App for That? Tailoring Customer Service for Mobile Devices by Anonymous http://www.impactlearning.com/is-there-an-app-for-that-tailoring-customer-service-for-mobile-devices/#comment-479 Anonymous Thu, 12 Jan 2012 19:04:00 +0000 http://www.impactlearning.com/?p=7989#comment-479 "companies will need to be proactive in assisting customers via their chosen mode of communication." Great point. Brands do not lead the conversation, customers do. You have to adapt your company to meet their expectations. "companies will need to be proactive in assisting customers via their chosen mode of communication."

Great point. Brands do not lead the conversation, customers do. You have to adapt your company to meet their expectations.

]]> Comment on Is There an App for That? Tailoring Customer Service for Mobile Devices by Anonymous http://www.impactlearning.com/is-there-an-app-for-that-tailoring-customer-service-for-mobile-devices/#comment-478 Anonymous Thu, 12 Jan 2012 19:04:00 +0000 http://www.impactlearning.com/?p=7989#comment-478 "companies will need to be proactive in assisting customers via their chosen mode of communication." Great point. Brands do not lead the conversation, customers do. You have to adapt your company to meet their expectations. "companies will need to be proactive in assisting customers via their chosen mode of communication."

Great point. Brands do not lead the conversation, customers do. You have to adapt your company to meet their expectations.

]]> Comment on Educational Resources by lewiis gray http://www.impactlearning.com/resources/educational-resources/#comment-477 lewiis gray Wed, 11 Jan 2012 04:59:00 +0000 http://ils.impactlearning.com/#comment-477 Hey, I have read some sites its really useful. I thought, you can include the topic like How to start to do the career planning from college days including resume and cover letters. see the link: http://www.bestcoverletters.com/ this will help u for creating a cover letters.   Hey, I have read some sites its really useful.
I thought, you can include the topic like How to start to do the career planning from college days including resume and cover letters. see the link: http://www.bestcoverletters.com/ this will help u for creating a cover letters.

 

]]> Comment on Educational Resources by lewiis gray http://www.impactlearning.com/resources/educational-resources/#comment-476 lewiis gray Wed, 11 Jan 2012 04:59:00 +0000 http://ils.impactlearning.com/#comment-476 Hey, I have read some sites its really useful. I thought, you can include the topic like How to start to do the career planning from college days including resume and cover letters. see the link: http://www.bestcoverletters.com/ this will help u for creating a cover letters.   Hey, I have read some sites its really useful.
I thought, you can include the topic like How to start to do the career planning from college days including resume and cover letters. see the link: http://www.bestcoverletters.com/ this will help u for creating a cover letters.

 

]]> Comment on Western Kentucky University Learns New Chat Skills by Anonymous http://www.impactlearning.com/western-kentucky-university-learns-new-chat-skills/#comment-475 Anonymous Mon, 09 Jan 2012 19:00:00 +0000 http://www.impactlearning.com/?p=7849#comment-475 I love this! I love this!

]]> Comment on Western Kentucky University Learns New Chat Skills by Anonymous http://www.impactlearning.com/western-kentucky-university-learns-new-chat-skills/#comment-474 Anonymous Mon, 09 Jan 2012 19:00:00 +0000 http://www.impactlearning.com/?p=7849#comment-474 I love this! I love this!

]]>