Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Hear and Understand

Hear and Understand

CSAT, VOC, CRM, now SCRM. Who's lis­ten­ing to the cus­tomer? These days, who isn't lis­ten­ing? At Impact, our guid­ing bea­con in dri­ving our cus­tomers' expe­ri­ence is the HEART Model™. Many of our cus­tomers have also adopted this model because it pro­vides them with five easy-to-remember prin­ci­ples that bal­ance the best inter­ests of the cus­tomer with […]


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 […]


Making Training Stick

When it comes to train­ing, every com­pany wants to get the best return on its invest­ment.  Why then do so many orga­ni­za­tions ignore the best prac­tices for get­ting the most out of their train­ing?  Some may sim­ply not know how to lever­age their ini­tial train­ing invest­ment; oth­ers may fall short in hold­ing the right people […]


Call Center Training: Open Your Eyes (and Ears)!

Call Center Training: Open Your Eyes (and Ears)!

A recent din­ing expe­ri­ence illus­trates that call cen­ters have some­thing to learn from restau­rants. I was din­ing alone and didn't want to take up a table for just one per­son, so I sat at the bar.  Try as I might, I could not get the bartender's atten­tion.  No mat­ter what I did I could not […]


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 […]


Technical Support and Customer Service — The Perfect Service Mashup

"What's that odd noise? That's not how my car/hard drive/dishwasher/printer usu­ally sounds." "Hey, what's going on. My screen's all blue!!" "No, no, no. Wait, that's not pop­u­lat­ing the table right. Where's the data I entered?!?" When  some­thing breaks (the air con­di­tion­ing unit in my condo, the fuel pump on my much loved, but ancient car) or doesn't work […]


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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