All week we’ve been counting down the top 5 case studies, highlighting companies that have had great success after going through out training programs. Today’s Case Study: Brocade.
Brocade, a company that provides comprehensive network solutions, hired Impact Learning Systems to train their teams. They chose the Getting to the Heart of Technical Support™, Diagnostic Troubleshooting™,and Making it Happen™ Courses.
Following the training program, Brocade saw customer satisfaction rates increase by 33% and Level 2 Resolution rates improve by 20%. Read their full story.
As National Customer Service Appreciation Week draws to a close, we hope your organization has celebrated its customer service employees and your week ends on a positive note. This week we’ve been visiting the five components of our HEART model and today we are delving into the “T” of our model: Transcend Yourself.
“We all have the extraordinary coded within us, waiting to be released.” — Jean Houston
One doesn’t have to look far for inspiring books or motivating posters to keep going when feeling challenged. Walk down any bookstore Self-Help aisle and you’ll find a plethora of books on the subjects of inspiration, motivation and transcendence. While it may feel natural to look to such resources for our personal lives, it is easy to forget how we can be inspired and transcend our limitations when it comes to our professional lives.
When we are looking at increasing efficiency within our organizations and providing the type of customer service that yields positive results, we naturally turn to those metrics that measure the strengths and weaknesses of our efforts. While paying attention to such indicators is important, keep in mind that other indicators of success are harder to measure. Take for instance inspiration. Being inspired makes us aware of new possibilities. When we transcend our limitations and ordinary experiences we are propelled from apathy to possibility.
Managers and business leaders can inspire their teams by shifting focus from efficiency to effectively utilizing a company’s diversity of resources, according to professors Gregory Dess and Joseph Picken in “Changing Roles: Leadership In The 21st Century.” They argue for five key roles of leadership:
- Using strategic vision to motivate and inspire
- Empowering employees at all levels
- Accumulating and sharing internal knowledge
- Gathering and integrating external information
- Challenging the status quo and enabling creativity
Transcending our limitations is possible when we feel inspired. Business leaders and managers who incorporate the above roles will help inspire those around them. When employees are able to transcend his/her own limitations and barriers, not only is the employee empowered, but those around will be as well.
This year, Impact Learning Systems is proud to be partnering with PACE for National Customer Service Week. We’re a proud sponsor of the first-annual CXE Awards.