Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

I Want to Be a Customer Service HERO

I Want to Be a Customer Service HERO

I'm inspired. I want to be a HERO, but not just any kind of hero. I want to be a Highly Empow­ered and Resource­ful Oper­a­tive. I learned about this cool des­ig­na­tion from a Har­vard Busi­ness Review arti­cle (July/August 2010) by Josh Bernoff and Ted Schadler enti­tled "Empow­ered".  In the arti­cle the authors described the way employ­ees at com­pa­nies like […]


News from the Heart — 08 2010

News from the Heart — 08 2010

Get to the Heart of Cus­tomer Ser­vice // ILS Newslet­ter:  August, 2010 New on YouTube 5 Core Prin­ci­ples of Cus­tomer Care 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 1/5 — Lead and Inspire Devel­op­ing a Cus­tomer Expe­ri­ence Strat­egy in a Cloudy World By Mal­colm Car­law Fea­tured in TSIA’s quar­terly edi­tion of Inside Tech­nol­ogy Services. […]


5 More Tips for Improving Service

My co-worker, Mon­ica Postell, wrote a blog post a few months ago called 5 Tips to Improve Ser­vice for Your Cus­tomers. I love that post for a num­ber of rea­sons, one being the fact that it fea­tures our cul­tural change hero, the HEART Mod­elTM. In the spirit of con­tin­u­ously improv­ing cus­tomer ser­vice, here are another […]


The Mediocrity of Customer Service Expectations

I saw a blog post a few days ago titled "Unex­pect­edly Awe­some Cus­tomer Ser­vice from Bren­thaven." It got me think­ing in a new way about an old con­cept: cus­tomers' expec­ta­tions about the kind of ser­vice they'll receive from a given com­pany. As con­sumers, we've come to expect the qual­ity of prod­ucts to be truly outstanding, […]


Interruption Management for Customer Service Teams

For as long as I've done cus­tomer ser­vice train­ing, clients have asked for guid­ance on how front­line employ­ees can best man­age their time and tasks. Never has this issue been more urgent (and con­fus­ing), how­ever, than in the last year or so. With nearly uni­ver­sal adop­tion of tech­nol­ogy such as Instant Mes­sag­ing (IM), opt-in alerts, […]


Why Buy If They're Not Selling?

Years ago, a men­tor told me that she never buys from some­one who doesn't ask for the sale.  It was an off-the-cuff remark, but it turned into a pow­er­ful les­son for me. At the time, I was just learn­ing how to make sales calls—and how to over­come the asso­ci­ated ner­vous­ness. This casual com­ment some­how bolstered […]


Flying Lessons

On aver­age, I cross the thresh­old of an air­plane about twice a month. Because I believe strongly that one's expe­ri­ences as a cus­tomer inform his or her abil­ity to pro­vide good cus­tomer ser­vice, I'm always on the look­out for what­ever lessons I can glean from my travel rou­tine. So, my recent trav­els have rein­forced the […]




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