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 […]
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 […]
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 […]
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 […]
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—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 […]
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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