Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Is it Possible Frontline Employees Don't Understand Service?

Is it Possible Frontline Employees Don't Understand Service?

What hap­pens when your front­line employ­ees don’t seem to have cus­tomer ser­vice skills? Cus­tomer ser­vice is more than being polite and help­ful. Ser­vice needs to begin the moment a cus­tomer steps foot in your busi­ness and car­ried through­out every inter­ac­tion they have with your com­pany. If you want to retain cus­tomers and build rap­port, you […]


Customer Service Is Cool — Pt 2

Customer Service Is Cool — Pt 2

Not many blog posts deserve a sequel. But we received such a great reac­tion from Cus­tomer Ser­vice Is Cool that we decided to write a follow-up. Thanks for read­ing cus­tomer ser­vice pro­fes­sion­als — pre­pare to be inspired! Why Cus­tomer Ser­vice is Cool While Googling around last week I dis­cov­ered many sites ded­i­cated to call cen­ter customer […]


Do Your Support Professionals Have the Customer Service Skills to Succeed?

What hap­pens when your front­line sup­port pro­fes­sion­als don’t have great cus­tomer ser­vice skills? Cus­tomer ser­vice is more than being polite and help­ful. Ser­vice needs to begin the first moment a cus­tomer con­tacts your busi­ness and be car­ried through­out every inter­ac­tion they have with your com­pany. If you want to retain cus­tomers and develop a great […]


Add Southern Charm To Your Call Center Training

Add Southern Charm To Your Call Center Training

There is a lot of buzz in the indus­try about US based com­pa­nies cre­at­ing new call cen­ters in Geor­gia. After read­ing a cou­ple arti­cles I sat down and gave it some thought. Is it because many Geor­gia col­leges offer cus­tomer ser­vice cer­tifi­cate pro­grams? Or is it because the Geor­gia accent is so dang endear­ing? Perhaps […]


Field Service Training: It’s Time To Up Your Game

Field Service Training: It’s Time To Up Your Game

Real­ity TV never had much appeal to me until Under­cover Boss came along. It is the only real­ity show about busi­ness and man­age­ment and is there­fore intrigu­ing if you are inter­ested in the work­place and cre­at­ing excep­tional cus­tomer expe­ri­ences. Many of the episodes fea­ture com­pa­nies that are com­prised of mul­ti­ple depart­ments that inter­act with customers. […]


Do Your Customers Make Unreasonable Demands?

Do Your Customers Make Unreasonable Demands?

Whether or not you believe that "the cus­tomer is always right", it's true that some­times cus­tomers make unrea­son­able demands. So, what is the best way to deal with cus­tomers who make unrea­son­able demands? Start by using pos­i­tive lan­guage, telling the cus­tomer what you can do for them, rather than what you can't. Avoid slang and […]


To Delight or Not to Delight. That is the Question!

To Delight or Not to Delight. That is the Question!

I'm sure by now most of you have seen the arti­cle, "Stop Try­ing to Delight Your Cus­tomers" in the July-August issue of the Har­vard Busi­ness Review (pp. 116–122 if you read it the old-fashioned way). In the arti­cle, Dixon, et. al., report on their 3-year sur­vey of more than 75,000 B2C and B2B cus­tomers about […]




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We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.