Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service Solutions

90% of North Amer­i­can firms view cus­tomer expe­ri­ence as impor­tant or crit­i­cal to their plans. 80% of the firms would like to use cus­tomer expe­ri­ence as a form of differentiation.

Source: Forrester’s The State Of Cus­tomer Expe­ri­ence, 2010

customer service solutions is Customer Service Solutions

Cus­tomer Ser­vice Solutions

Dif­fer­en­ti­at­ing your com­pany on ser­vice is a strate­gic goal for many busi­nesses. How suc­cess­ful you’ll be will depend on your abil­ity to:

Like chang­ing the tires on a mov­ing car, find­ing the time to make nec­es­sary changes while meet­ing your com­pany or depart­men­tal goals can be next to impossible…without help, that is. Impact to the rescue!

Cus­tomer Ser­vice Solu­tions for Executives

With an Impact Cus­tomer Ser­vice Assess­ment, our team of expe­ri­enced pro­fes­sion­als will exam­ine your cus­tomer ser­vice vision, cur­rent per­for­mance, ser­vice cul­ture, and oper­a­tions and pro­vide rec­om­men­da­tions on how to opti­mize both peo­ple and processes so you can dif­fer­en­ti­ate your com­pany in a way that improves cus­tomer loy­alty and profits.

Cus­tomer Ser­vice Solu­tions for Managers

Our per­for­mance improve­ment spe­cial­ists help you and your team boost cus­tomer sat­is­fac­tion and reduce oper­a­tional costs by show­ing you how to quickly and affordably:

  • Improve res­o­lu­tion rates
  • Reduce esca­la­tions
  • Increase sales
  • Stream­line procedures
  • Improve turnover

Cus­tomer Ser­vice Solu­tions for Trainers

We make it easy for you to impart the knowl­edge, atti­tude, and skills required to improve cus­tomer sat­is­fac­tion and reduce costs. Our learn­ing method­ol­ogy min­i­mizes time away from the job, our unique HEART Model™ inspires long-term cul­tural change, and our best-practice Impact Learn­ing Sys­tem pro­duces guar­an­teed, mea­sure­able results.

Con­tin­u­ous Improve­ment Solutions

Remain­ing com­pet­i­tive is not sim­ply a mat­ter of cre­at­ing a ser­vice vision and train­ing your employ­ees. If you truly want to use cus­tomer expe­ri­ence as a form of dif­fer­en­ti­a­tion, you need to take steps every day to go beyond your pre­vi­ous accom­plish­ments. What bot­tle­necks can you elim­i­nate? What redun­dan­cies can you reduce? How can skills learned in train­ing one day be improved upon the next?. From cre­at­ing solu­tions like step-by-step action plans, to pro­vid­ing on-the-job rein­force­ment activ­i­ties, to devel­op­ing teams of inter­nal Suc­cess Coaches, you can rely on Impact to pro­vide cre­ative ideas and inno­v­a­tive tools to help you main­tain momen­tum.