Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Five Inspiring Customer Service Quotes

Five Inspiring Customer Service Quotes

We have cus­tomer ser­vice quo­ta­tions for every occas­sion. Explore them and enjoy! What makes a cus­tomer ser­vice quote inspir­ing? Let's con­sider who needs to be inspired and why. If you accept the premise that excel­lent cus­tomer ser­vice is at the heart of cus­tomer reten­tion, it fol­lows that the peo­ple pro­vid­ing ser­vice are the ones we'd like […]


What Customer Service Skills Are Most Valuable?

What Customer Service Skills Are Most Valuable?

At Impact Learn­ing Sys­tems we're fre­quently asked which skills are most valu­able for cus­tomer ser­vice — and most essen­tial to include in a cus­tomer ser­vice train­ing ses­sion. The hon­est answer is this: Skills are of sec­ondary impor­tance. I know that sounds some­what counter-intuitive, but here's why it's true …  The most impor­tant aspect of providing […]


Tweet, Tweet…A Little Birdie Told Me You'd Better Pay Attention to Customer Service!

Tweet, Tweet…A Little Birdie Told Me You'd Better Pay Attention to Customer Service!

Cus­tomer Ser­vice and Social Media Social media is get­ting to be an ever more pop­u­lar tool for con­nect­ing with cus­tomers and pro­vid­ing cus­tomer ser­vice. On the plus side, it can be a pos­i­tive gen­er­a­tor of cus­tomer sat­is­fac­tion and sales. For exam­ple @DellOutlet has gen­er­ated over 1.5 mil­lion fol­low­ers and $6.5 M in sales on Twitter […]


Hurrah for Customer Complaints

Hurrah for Customer Complaints

I received a call today from a client who recently com­pleted Impact Learn­ing Sys­tems'  cus­tomer ser­vice train­ing pro­gram for tech rep­re­sen­ta­tives: Get­ting to the Heart of Tech­ni­cal Sup­port™. This client is in charge of cus­tomer rela­tion­ships at a man­aged ser­vice provider. As with most peo­ple in his posi­tion, he receives a fair num­ber of customer […]


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, […]


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 […]


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 […]




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