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Transcend Yourself—Day Five of National Customer Service Appreciation Week Jodi Beuder

national customer Transcend Yourself—Day Five of National Customer Service Appreciation WeekSuc­cess Case #5

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:

  1. Using strate­gic vision to moti­vate and inspire
  2. Empow­er­ing employ­ees at all levels
  3. Accu­mu­lat­ing and shar­ing inter­nal knowledge
  4. Gath­er­ing and inte­grat­ing exter­nal information
  5. 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. 

 

Jodi Beuder, Cus­tomer Expe­ri­ence Advo­cate at Impact Learn­ing Sys­tems, believes cus­tomer ser­vice exists not just out­side the com­pany, but inside, too.. “To me, cus­tomer suc­cess starts before any con­ver­sa­tion and ends long after. It begins with pos­i­tive brand­ing and mes­sag­ing, in order to get the cus­tomer to the door. Cus­tomer engage­ment is moti­vat­ing and edu­ca­tional, and trans­ac­tions are easy and user-friendly. Cus­tomer suc­cess ends with the cus­tomer return­ing to that expe­ri­ence again.” With over 20 years in Mar­ket­ing Exec­u­tive roles, Jodi has ded­i­cated her career to assist­ing com­pa­nies grow their brand pres­ence and sales, and most impor­tantly, their cus­tomer reten­tion and satisfaction.
27 Transcend Yourself—Day Five of National Customer Service Appreciation Week
Jodi Beuder
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