Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

News from the Heart — 08 2010

Impact Header Email News from the Heart   08 2010
Get to the Heart of Cus­tomer Ser­vice // ILS Newslet­ter:  August, 2010

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Devel­op­ing a Cus­tomer Expe­ri­ence Strat­egy in a Cloudy World

By Mal­colm Carlaw

Fea­tured in TSIA’s quar­terly edi­tion of Inside Tech­nol­ogy Ser­vices.

2 News from the Heart   08 2010

The cus­tomer expe­ri­ence you pro­vide is noth­ing less than deliv­er­ing on the promise your com­pany has made to the mar­ket. Every com­pany makes some claim. In the business-to-business mar­ket, most ven­dors claim to make cus­tomers more effi­cient, more effec­tive, or more prof­itable in some way. The unspo­ken promise is that buy­ing your company’s prod­uct or ser­vice will improve your customer’s business.

Of the tiny busi­ness pop­u­la­tion who can truly claim cus­tomer ser­vice supe­ri­or­ity, one thing is cer­tain: Every employee owns a piece of that prize. Sim­ply put, a com­pany can­not achieve cus­tomer ser­vice excel­lence with­out first attain­ing high lev­els of effi­ciency, qual­ity, and pro­duc­tiv­ity among its inter­nal ser­vice providers.

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Tip of the Month

When it comes to over­com­ing cus­tomer dis­sat­is­fac­tion you can play a dom­i­nant role in tak­ing the dis out of dis­sat­is­fac­tion. You may not be able to con­trol what the cus­tomer says or does, but you can con­trol your own response. Your tone of voice, atti­tude, empa­thy, and com­mu­ni­ca­tion skills play a major role in over­com­ing the customer’s dissatisfaction—and in pre­vent­ing a poten­tially dis­as­trous situation.

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I Want to Be a Cus­tomer Ser­vice HERO

By Mon­ica Postell

7 News from the Heart   08 2010

I'm inspired. I want to be a HERO, but not just any kind of hero. I want to be a Highly Empow­ered and Resource­ful Operative.

I learned about this cool des­ig­na­tion from a Har­vard Busi­ness Review arti­cle (July/August 2010) by Josh Bernoff and Ted Schadler enti­tled "Empow­ered". In the arti­cle the authors described the way employ­ees at com­pa­nies like Best Buy, Black & Decker, and E*Trade have proac­tively taken the ini­tia­tive to use read­ily avail­able tech­nol­ogy to do things like improve inter­nal train­ing, avert cus­tomer ser­vice prob­lems, and strengthen their brands.

email icon News from the Heart   08 2010 800−545−9003
805−781−3283
P.O. Box 14110
San Luis Obispo, CA
93406–4110

Impact Learn­ing Sys­tems Inter­na­tional | P.O. Box 14110, San Luis Obispo, CA, 93406–4110 | Phone: 800−545−9003 Fax: 805−545−9075
Copy­right © 2010 Impact Learn­ing Sys­tems Inter­na­tional. All rights reserved.

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