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.
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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.

Butterstick Customer Service Continuous Improvement

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.