Impact Learning Systems


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, […]

What I Learned About Field Service Today

I live in a beau­ti­ful south Florida beach town, but before you start send­ing me men­tal dag­gers, take note that it's mid May which means mid to upper 80's with daily trop­i­cal  thun­der­storms pump­ing up the humid­ity. Nat­u­rally, it's time for my HVAC unit to die. I've had field ser­vice tech­ni­cians out three times in the last month to […]

Moonlighting My Way to Customer Service Skills

Despite hold­ing what must be one of the best man­age­ment posi­tions in the entire train­ing and devel­op­ment indus­try, once a week I ven­ture out of my office, put on a uni­form and wait tables in a small, friendly restau­rant in my neigh­bor­hood. Why? Well, it's not the money. As a vol­un­teer, I actu­ally don't even […]

The Real Value of Customer Service Classes

The Real Value of Customer Service Classes

"Do I really have to attend class? I already know how to help our cus­tomers." That's a ques­tion many peo­ple ask when they hear they have to attend a cus­tomer ser­vice class. Of course, many peo­ple may feel that they know how to help cus­tomers, but are they truly pro­vid­ing excel­lent cus­tomer ser­vice or are […]

Four Ways to Show You Value Your Customers

Four Ways to Show You Value Your Customers

Per­haps it takes an eco­nomic downturn…I mean readjustment…of the scale that we've had to real­ize just how impor­tant loyal cus­tomers are to a busi­ness. It goes with­out say­ing (but I will say it any­way) that with­out cus­tomers there is no busi­ness.  But how much effort and empha­sis does your orga­ni­za­tion place on get­ting new cus­tomers versus […]

Five Tips to Improve Service for Your Customers

How do you improve ser­vice for cus­tomers?” Now there’s a topic that no one ever talks about, right? On the con­trary, it seems it’s the focus of everyone’s atten­tion – from the board­room to con­tact cen­ter ser­vice man­agers and right up to ser­vice and sup­port rep­re­sen­ta­tives. Improv­ing ser­vice for cus­tomers is on everyone’s mind – […]

Let's Hear It for the Little Guys

Let's Hear It for the Little Guys

Nancy Lublin wrote a thought­ful col­umn in the April issue of Fast Com­pany, called Let's Hear It for the Lit­tle Guys. In it, she posts that we've over­done the whole lead­er­ship thing and "we're not spend­ing nearly enough time cred­it­ing the folks who turn all that vision­ary stuff into tan­gi­ble real­ity …" No foolin! Try […]

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