Impact Learning Systems

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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 […]


Help…Is Anyone Listening?

Have you ever felt like you weren't being lis­tened to? If so, you know how frus­trat­ing it can be. Recently my hus­band reordered a pair of shoes and the com­pany sent the wrong size. I called cus­tomer ser­vice to get the right size. A lady answered and I explained our sit­u­a­tion. She inter­rupted me and said […]


The HEART in Hiring

While out of town on busi­ness recently, I stayed at a Home­wood Suites hotel. This hotel wasn't extravagant–no restau­rant, no valet ser­vice. What it did have though, was con­sis­tently out­stand­ing cus­tomer ser­vice. From the moment I walked in, I received great cus­tomer ser­vice. It took many forms: being greeted by name every time I walked […]


Does Likeability Trump Customer Service? Sometimes Yes!

Does Likeability Trump Customer Service? Sometimes Yes!

A recent expe­ri­ence I had as a cus­tomer has chal­lenged my hereto­fore rigid insis­tence that I won't buy from com­pa­nies who pro­vide poor cus­tomer ser­vice. I've since gone over the sit­u­a­tion in my head sev­eral times and each time I come to the same con­clu­sion: Some­times the human ele­ment, with all its foibles, is more […]


Is it Fixed Yet? — Managing Customer Expectations for Technical Support

"Are we there yet?" "Are we there yet?" "Are we there yet?" Do kids still say that? I some­times think the adult ver­sion of that old anthem is "Is it fixed yet?" Pre­tend I'm your cus­tomer. To keep from hear­ing "Is it fixed yet?" or some vari­a­tion of that ques­tion, the best sug­ges­tion I have is to […]


Customer Service by the Numbers: Average Call Duration

When busi­nesses want to improve cus­tomer sat­is­fac­tion, they often think of improv­ing the com­mu­ni­ca­tion skills of their front-line rep­re­sen­ta­tives. Improv­ing com­mu­ni­ca­tion skills is crit­i­cal, but it's equally impor­tant to take a look at the num­bers, or call cen­ter met­rics, behind your oper­a­tions to see how they affect both cus­tomer sat­is­fac­tion and prof­its. For exam­ple, customers […]


The HEART Model — A History

A num­ber of years ago, I was doing some con­sult­ing with a sis­ter com­pany of Amer­i­can Air­lines — both owned by the hold­ing com­pany AMR. The Cor­po­rate mis­sion state­ment was promi­nently dis­played in the lobby and in the con­fer­ence room I was assigned to work in. This par­tic­u­lar mis­sion state­ment had 7–8 bul­let points to […]




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