Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Tailoring Customer Service and Support to Different Personalities

Tailoring Customer Service and Support to Different Personalities

Fess up, now! There some cus­tomers you just love to talk to and oth­ers that you can’t wait to get off the line, right? Of course there are some cus­tomers who are just down­right cranky and rude, but bar­ring those grouches, there’s a rea­son why you relate bet­ter to some peo­ple than to oth­ers. To sum […]


News from the Heart

News from the Heart

Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Novem­ber, 2010 New on YouTube 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 5/5 — Rec­og­nize and Reward 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 1/5 — Lead and Inspire 3 Tips for Cross-Selling and Upselling Suc­cess By Peggy Car­law In order to […]


3 Tips for Cross-Selling and Upselling Success

3 Tips for Cross-Selling and Upselling Success

In order to be a cross-selling or up-selling super­star, you need to do the fol­low­ing: Lis­ten for oppor­tu­ni­ties in what the cus­tomer says. Let's say the cus­tomer says, "I need to find a bet­ter plan for my cell phone. I get calls from peo­ple I I don't want to talk to and my charges are […]


News from the Heart — 10 2010

News from the Heart — 10 2010

Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Octo­ber, 2010 New on YouTube 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 5/5 — Rec­og­nize and Reward 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 1/5 — Lead and Inspire Lever­ag­ing the Sale: Find­ing Oppor­tu­ni­ties for Addi­tional Ser­vice By Seth Brick­ner I was […]


Total Service through Cross-Selling: A Brief History

Approx­i­mately 65,000,000 years ago, as ptero­dactyls were on their way out and USB devices were on their way in, printer cables were sold sep­a­rately from home print­ers. That was stan­dard prac­tice.  Here's how it worked: You bought a printer from an elec­tron­ics retailer or your local com­puter store, you took it home and eagerly removed […]


Call Center Training: Open Your Eyes (and Ears)!

Call Center Training: Open Your Eyes (and Ears)!

A recent din­ing expe­ri­ence illus­trates that call cen­ters have some­thing to learn from restau­rants. I was din­ing alone and didn't want to take up a table for just one per­son, so I sat at the bar.  Try as I might, I could not get the bartender's atten­tion.  No mat­ter what I did I could not […]


Customer Service 101

Customer Service 101

Cus­tomer Service—the Customer’s Way While dri­ving down the road the other day, I heard the fol­low­ing com­mer­cial on the radio: “Ally Bank, com­mit­ted to cus­tomer ser­vice, with the option to reach a human being at any time at 877–247-Ally by press­ing zero.” As you can imag­ine, I almost drove off the road. After years of com­pa­nies burying […]




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