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 Read More

How to Hire New Employees to Fit Your Company Culture

Most small businesses have a clear definition of their core values, but many don’t realize that these core values are considered their “company culture.” When you hire new employees, your business’ culture should be one of the first considerations when sizing-up candidates. A good fit will increase morale, improve motivation, foster positive relationships, and ensure everyone Read More

15 Customer Service Skills That Every Employee Needs

There are certain customer service skills that every employee must master if they are forward-facing with customers.  Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or simply losing customers as your service continues to let people down. Luckily, there are a few universal skills that every support member can master Read More

9 retailers with the worst customer service

Customer satisfaction with retailers is at an all-time high. However, while the industry improved overall, according to the American Consumer Satisfaction Index (ACSI), not all retailers received high marks. At the positive end of the spectrum, while traditional brick-and-mortar retailers set a record, e-commerce scored better still. At the negative end, traditional retailers received the most negative Read More

Customer Service Tip: That Whiny Complaining Customer? She’s Actually A Gift From The Gods

A customer who brings up two, three, even four complaints in a row is just a whiner, right? The problem has to be the customer, not your customer service experience, it would seem. But the weird thing is, complaints about your customer service or your product sometimes come in threes. Or fours. All from the Read More