Cus­tomer Ser­vice Train­ing (non-technical)

After 11 years at this com­pany and more than 25 years in cus­tomer ser­vice, I thought I knew every­thing! I learned many more effec­tive ways to make cus­tomers happy and thereby increase my job sat­is­fac­tion.
Christina Press, Field Oper­a­tions Liai­son
Spec­tra Labs-East

Get­ting to the Heart of Cus­tomer Ser­vice™ is one of the most prac­ti­cal and effec­tive Work­shops I have had the chance to attend and also facil­i­tate. There are three spe­cific reasons:

1. The online pre-work pre­pares each par­tic­i­pant for the process and many of the exer­cises are used in the seminar.
2. The deliv­ery meth­ods are out­stand­ing and cen­tral to the learn­ing and success—audience involve­ment, vari­ety of exer­cises, and pace.
3. A process and skills that can be coached to ensure behav­ior change.

This pro­gram is refresh­ingly dif­fer­ent and will help the CSRs bet­ter han­dle their core job.
John Hor­ton, Pres­i­dent, Cor­po­rate Energy, LLC
Mil­liken & Company

The train­ing is a must-attend for any­one who is in a cus­tomer ser­vice envi­ron­ment. It's ener­giz­ing!
Ananuka Basu, Man­ager Train­ing
GE Healthcare

This pro­gram is designed for all lev­els, irre­spec­tive of roles and posi­tions, as we all inter­act with cus­tomers. By using these skills, our job will be much eas­ier.
Poulomi Groswawi, Man­age­ment Trainer
Cadbury

The train­ing mate­ri­als are wonderful—some of the very best I've ever used. It's been a joy to watch our cus­tomer ser­vice reps' atti­tudes become so service-oriented.
Kar­men McMil­lan, Assis­tant Vice Pres­i­dent
Cit­i­zens First Sav­ings Bank

Cus­tomer Ser­vice Train­ing for Tech­ni­cal Support

This was a won­der­ful, well-organized pro­gram with mem­o­rable learn­ing points pre­sented in such a way where follow-up train­ing and reminders are easy and fun. The class­room instruc­tor was beyond amaz­ing! We have a broad range of skill sets from account sup­port through net­work engi­neers and she man­aged to relate the con­tent to all lev­els while main­tain­ing inter­est and enthu­si­asm through­out.
Tony Harper
Sr. Man­ager of Cus­tomer Oper­a­tions
Inter­nap Net­work Services

If the tech­ni­cal train­ing helps engi­neer to under­stand the prod­uct bet­ter, then train­ing from Impact helps engi­neer to under­stand the cus­tomer bet­ter.
Manikanta Rama Kura­p­ati
Tech­ni­cal Sup­port Engi­neer
HP Global Sup­port Delivery

Before the course I thought it was waste of time but I was def­i­nitely wrong.
The infor­ma­tion within this course will help me for sure to become a bet­ter sup­port engi­neer and to imple­ment the prin­ci­ples of life as unique part of rou­tine job.
Totyu Totev
HP SW Support

This was the most enjoy­able soft skills train­ing class I've ever attended!
Man­son Yeo, NRCE
Hewlett Packard

The effec­tive­ness of the pro­gram and results are amaz­ing. The cus­tomer sat­is­fac­tion rat­ing on our sup­port engi­neers' soft skills has already improved over 15% within only two months of com­plet­ing the pro­gram. The sec­ond notable point about this is how the team achieved this improve­ment. The team was under­staffed by about 20% while going through this pro­gram. The pro­gram was instru­men­tal in enabling the team to sus­tain the aver­age case res­o­lu­tion time while improv­ing the over­all cus­tomer sat­is­fac­tion rat­ing. This is the best cus­tomer sup­port soft-skills train­ing pro­gram in the indus­try.
Wil­son Lai
Senior Man­ager, World­wide Tech­ni­cal Sup­port Ser­vices
Extreme Networks

I have been through a few cus­tomer ser­vice classes and by far, this was one of the best ses­sions! They kept every­one involved and inter­ested. The online pre-work was great!
Lew Chavez, Direc­tor Global Esca­la­tion
Riverbed Technology

After com­plet­ing only the online com­po­nent, our client sat­is­fac­tion rat­ing jumped from 'sat­is­fied' with many 'dis­sat­is­fied' clients to 'highly sat­is­fied' with no' dis­sat­is­fied' clients. We have man­aged to keep this going for almost a year now. Writ­ten com­mu­ni­ca­tion and call descrip­tions have improved. Clients responded with a 20% jump in client sat­is­fac­tion rat­ings and we have man­aged to keep our clients in the rat­ing of 'highly sat­is­fied' ever since com­plet­ing the train­ing.
Mandy Caple­horn, Team Leader, APA Sup­port
Aderant

Cus­tomer Ser­vice Train­ing for Field Service

Our teams asked for train­ing on soft skills as we needed to increase our solu­tions and con­sul­ta­tive approach to ser­vice. The Impact Learn­ing Sys­tem pro­vided the tools and meth­ods to learn, prac­tice, and per­form at higher ser­vice lev­els.
James Kouacic, Endoscopy Sup­port Man­ager
Olym­pus America

The train­ing was great for the entire team. It improved the cus­tomer ser­vice skills and put the entire team on the same page speak­ing the same cus­tomer ser­vice lan­guage.
Michael Thome, DVS Sr. FE Man­ager
Motorola

I think the train­ing was very applic­a­ble to our job today. The Impact trainer did an excel­lent job mak­ing the mate­r­ial rel­e­vant to our busi­ness.
Tony Elena, FMTS
Xerox

This course was help­ful in orga­niz­ing and pre­sent­ing sound cus­tomer sup­port con­cepts. If put into prac­tice, these could increase cus­tomer sat­is­fac­tion and lessen our wor load.
Alan Way­land
Cus­tomer Sup­port Spe­cial­ist
Siemens

I've been in the busi­ness of cus­tomer ser­vice for over 20 years. This is the best cus­tomer soft skills class or course I have ever seen.
Dan Berdar
Field Exe­cu­tion Spe­cial­ist
World­wide Tech­nolo­gies, Inc. (for­merly BancTec)

Tele­phone Sales Training

The pro­gram con­denses a lot of infor­ma­tion and presents it in a way that's under­stand­able. Role plays instill self-confidence, and the focus on ben­e­fits to both employ­ees and cus­tomers makes it a win/win.
Isabel Adams, Cus­tomer Care Man­ager
NTELOS

One of the rea­sons we looked for train­ing was because one of our employ­ees had an atti­tude prob­lem. After com­plet­ing Impact's sales train­ing pro­gram, this same per­son has had a huge turn­around. One week after train­ing, she had a $16,000 sale. This is huge given that most of our prod­ucts sell for 2 cents apiece. This suc­cess was directly related to the train­ing. I am thrilled with the course and would highly rec­om­mend it to any com­pany that needs to teach their peo­ple to sell in a phone envi­ron­ment.
Chris Carl­son, Train­ing Man­ager
Col­gate Oral Pharmaceuticals

This pro­gram is excel­lent and reminds you that the sale is about the cus­tomer.
Stephanie Fran­cis, Engage­ment Spe­cial­ist
Team Leader
Blue Cross and Blue Shield of Rhode Island

This would ben­e­fit any­one who is unclear on how to con­duct a sales call over the phone.
Megan Ren­fro, Per­sonal Banker
Frost Bank

This pro­gram helped me learn how to be more effec­tive on my calls by estab­lish­ing cus­tomer needs in order to move for­ward and close the sale.
Maria Rinaldi, Inside Sales Rep
Caremark

Diag­nos­tic Troubleshooting

This train­ing was very help­ful. The tools to iden­tify the root cause—and not just the under­ly­ing direct cause—have helped me save a tremen­dous amount of time and has helped me obtain quicker res­o­lu­tions for my cus­tomers.
Shel­lie Garay
Appli­ca­tion Sup­port Rep­re­sen­ta­tive
CORPTAX

A well-structured class appro­pri­ate for the begin­ner as well as the expe­ri­enced tech.
Dan Lynge, Customer/Software Sup­port Engi­neer
Tal­isma Corporation

The pro­gram has really helped me take a sys­tem­atic approach to the trou­bleshoot­ing process.
Ashish Paul, TSE
Juniper Networks

This pro­gram is ben­e­fi­cial to all tech­ni­cal sup­port spe­cial­ists. It helps you to be more orga­nized and sys­tem­atic in trou­bleshoot­ing.
Jacob Odumeru, Reseller Tech­ni­cal Sup­port Spe­cial­ist
Smart Technologies

This pro­gram is extremely use­ful in help­ing any per­son involved in trou­bleshoot­ing to improve his or her skills
Mike Molon­goki, Cus­tomer Sup­port Engi­neer
Netezza

Chat & Email Training

It was so fun, it went by in no time! You really learn a lot.
Laci Lake, Tech­ni­cal Sup­port Engi­neer
Surf Control

This is an excel­lent course for teach­ing e-mail eti­quette! Now I know what to say and how to say it before e-mailing my mes­sage.
Ehren Clo­vis, Human Resources Spe­cial­ist
US Dept. of the Trea­sury, Bureau of the Pub­lic Debt

Impact Learn­ing Sys­tems helped the engi­neers rec­og­nize that not all cus­tomers are tech­ni­cally savvy. They need to speak to the customer's level and not be a tech­ni­cal guru all the time.
Mark Laing, Amer­i­cas Regional Sup­port Man­ager
Ascom

Call Cen­ter Coaching

This course is an excel­lent sup­ple­ment to Impact's other courses, or as a stand­alone. Often times we leave super­vi­sors to fig­ure out the coach­ing on their own. This gives them all the tools they need in their toolkit.
Kathryn Tap­pan, Learn­ing Spe­cial­ist
Home Depot

Mak­ing It Hap­pen™ is a very good pro­gram which enables all super­vi­sors and front-line coaches to do their job bet­ter. It also cre­ates an envi­ron­ment which enables suc­cess at work and ESAT, (employee sat­is­fac­tion).
Sam Vargh­ese, Man­ager Oper­a­tions
Genpact

This course is great for new man­agers look­ing to grow in their role and build con­fi­dence in coach­ing. It was very moti­vat­ing!"
Court­ney Schneed, FCM
Frost Bank

This course was very inter­ac­tive and I am tak­ing away from it many tools and meth­ods to fur­ther develop and coach employ­ees. It can also be used in my per­sonal life. I would rec­om­mend it. It is one of the best courses I have taken in my career.
Mike Pan­taceo, Reverse Logis­tics Super­vi­sor
Motorola

This is a great way to imple­ment a call mon­i­tor­ing pro­gram that is com­plete, fair, and will pro­duce results!
Rhonda Spah, Man­ager Appli­ca­tion Sup­port
Epi­core Software

Cus­tom Development

Because of the care and thor­ough­ness of Impact Learning's design team, the end result was a learn­ing prod­uct that met our needs per­fectly. Impact Learn­ing was able to inte­grate the key learn­ing com­po­nents with our spe­cific cus­tomiza­tion requests into a seam­less, inter­ac­tive, e-learning pro­gram.
Annie Yu, Direc­tor Cor­po­rate Learn­ing & Devel­op­ment
Hologic Inc.

We chose Impact Learn­ing Sys­tems to cus­tom design a series of sales skills courses for our mar­keters. They took on the project by part­ner­ing closely with us and spent a lot of time with dif­fer­ent indi­vid­u­als across our busi­ness so that they could first under­stand our busi­ness, chal­lenges, com­pe­tency lev­els, cus­tomers, etc. Their deliv­er­ables were right on the mark and the train­ing pre­sen­ta­tions and mate­ri­als them­selves have been first class. We have been more than pleased…wait until you see the flipcharts they do with the cre­ative art­work!
Mary Ken­ner, Human Resources
Shell Trading

This is just one of the many exam­ples I have of the great and speedy ser­vice I receive from every­one at Impact who is help­ing us with our train­ing ini­tia­tive. It is a plea­sure to work with so many tal­ented and help­ful peo­ple. Every­one has gone above and beyond ("RAISED THE BAR"!!!) in terms of pro­vid­ing ser­vice to us. The part­ner­ship has been great and I wouldn't hes­i­tate for a sec­ond to plan another project with Impact Learn­ing Sys­tems when the need arises in the future.
Whit­ney Stu­ver, Direc­tor Learn­ing & Devel­op­ment
Zenith National Insur­ance Corp.

I highly rec­om­mend this cus­tomized instruc­tion pro­gram to any­one inter­ested in imple­ment­ing a cus­tomer ser­vice and mon­i­tor­ing pro­gram. The cost was well invested because with­out the direc­tion and exper­tise of Impact Learn­ing Sys­tems, we wouldn't be where we are today…ready to make our call cen­ter world class!
Sue Kinneston, Cus­tomer Oper­a­tions Man­ager
Cel­lu­lar One