Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service Continuous Improvement

A Motorola Inc. study has found that those plants where quality improvement training was reinforced by senior management got a $33 return on every dollar invested. Plants providing the same training with no top management follow-up produced a negative return on investment.
Continuous Improvement Trainer Image

Continuous Improvement

Customer expectations for sales and service continue to rise. In order to succeed, you need to continuously improve the skills of your people, and the processes you use to sell to and serve your customers.

Continuous Improvement and People

Training is an expense. Changing behavior, though, is an investment that pays off many times over. We’re dedicated to helping you develop skilled, enthusiastic employees who create greater sales, engaging customer experiences, and improved business results that continue to improve over time.

Our Impact Learning System™ has continuous improvement built in. It’s based on research showing that effective learning depends not only the learning event itself, but even more so on what happens after training is over.

Approach

Our Impact Learning System™ includes follow-up tools to support your continuous improvement process every step of the way.

  • Each training program includes job aids, action plans, and four weeks of on-the-job activities—all at no additional cost.
  • Our complementary coaching program Making It Happen™ teaches front-line supervisors and managers how to set goals at the team and individual level and how to coach toward these goals so that continuous improvement occurs.
  • Certification and recognition programs reward success and provide stepping stones on the continuous improvement path

Continuous Improvement and Processes

Customer satisfaction is largely driven by the interaction customers have with your employees. But processes can interfere with the customer experience as well. Any assessments that we do will include measurable goals for continuous improvement.  And benchmarking against internal or external measurements will take continuous improvement to the next level.

As you can see from the testimonials on our website, we know how to help companies improve customer satisfaction and sales. We’d love to help you do the same. Give us a call and let’s talk.