Impact Learning Systems


Offering the Best in Customer Service

Offer­ing the Best in Cus­tomer Service

Cus­tomers today demand the best in cus­tomer ser­vice, thus offer­ing noth­ing but the best in cus­tomer ser­vice isn't an option, but is a com­pet­i­tive neces­sity. Allow us to intro­duce com­pa­nies we've worked with, who are offer­ing the best in cus­tomer ser­vice.

logo cps Offering the Best in Customer Service

  • Response times for the Busi­ness Ser­vice Cen­ter at Chicago Pub­lic Schools improved to 92%, from a 24-hour response to same day response. And response times for esca­lated calls decreased from 3 days to next day. The BSC went from being an unranked depart­ment to the 3rd best unit out of 24.
  • Response times for the pay­roll ser­vice team improved from 37% to 88%, and their first call res­o­lu­tion now aver­ages 94%

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logo sage software Offering the Best in Customer Service

The train­ing pro­grams imple­mented by Sage Soft­ware and Impact Learn­ing Sys­tems yielded excep­tional results. Within two months of the train­ing, man­agers at Sage Soft­ware observed a 15% increase in cus­tomer sat­is­fac­tion scores, bring­ing them up to 94%. Sage Soft­ware cal­cu­lates that they receive actual cus­tomer loy­alty when their cus­tomer sat­is­fac­tion scores reach 90 per­cent or bet­ter, so the com­pany is now expe­ri­enc­ing a notable increase in cus­tomer loyalty.

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logo olympus medical Offering the Best in Customer Service

Although already in the top tier for their indus­try, two teams at Olym­pus Med­ical mea­sur­ably improved cus­tomer sat­is­fac­tion scores and have sus­tained the improve­ments over time.

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logo la opinion Offering the Best in Customer Service
Six months after imple­ment­ing three cus­tom sales train­ing pro­grams devel­oped by Impact, La Opiniónrecorded the fol­low­ing results:

  • A 22% increase in adver­tis­ing revenue.
  • An 8.2% increase in circulation…in an indus­try where cir­cu­la­tion is declin­ing overall

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logo iehp Offering the Best in Customer Service

Inland Empire Health Plan rep­re­sen­ta­tives report­ing to super­vi­sors who received coach­ing from Impact Learn­ing Sys­tems and the depart­ment man­ager scored 37.5% higher on their mon­i­tor­ing forms than did rep­re­sen­ta­tives from teams where the super­vi­sors did not receive addi­tional coaching.

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logo sun oracle Offering the Best in Customer Service

Sun Microsys­tems mea­sured the impact of the train­ing by com­par­ing cus­tomer sat­is­fac­tion sur­veys before and after the pro­grams. The analy­sis demon­strated a 30% improve­ment in cus­tomer per­cep­tions of Sun’s com­mu­ni­ca­tion skills, which is a key dri­ver of the over­all cus­tomer experience.

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If you want results like the ones above, we invite you to learn more about our cus­tomer ser­vice train­ing pro­grams. Or, for imme­di­ate assis­tance, sched­ule a demo.

Other Com­pa­nies Rec­og­nized for their Cus­tomer Ser­vice Excellence:

(exter­nal links)

The 10 Best (and 10 Worst) Com­pa­nies for Cus­tomer Ser­vice []

10 Best Stores for Cus­tomer Ser­vice [NewsWeek]

World Class Cus­tomer Ser­vice [BusinessWeek]

Inter­nal Resources

Cus­tomer Ser­vice Train­ing Programs

Cus­tomer Testimonials

Cus­tomer Ser­vice Strat­egy Consulting

Cus­tomer Ser­vice Issues

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