Motorola's Home Net­works & Mobil­ity Divi­sion part­nered with Impact Learn­ing Sys­tems and TSIA in the Sup­port Staff Excel­lence pro­gram. After a 10 week ini­tia­tive, with 150 engi­neers and man­agers receiv­ing Cus­tomer Ser­vice Pro­fes­sional (CSP-I) train­ing from Impact, Motorola recorded a 10% improve­ment in cus­tomer sat­is­fac­tion and a 56% improve­ment in call res­o­lu­tion rates. In addi­tion, Motorola received the Sup­port Staff Excel­lence cer­ti­fi­ca­tion, spon­sored by TSIA.

In the words of Mike Hor­ton, Senior Direc­tor, "Win­ning at Motorola means that we are relent­less in our pur­suit of improv­ing cus­tomer sat­is­fac­tion. We couldn't be hap­pier with the results. TSIA and Impact helped us sur­pass our ser­vice com­mit­ment goal to our customers."

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Sales Train­ing Games.

Peggy Carlaw

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