Customer Service – Which Comes First – the Customer or Your Staff?

  Customer service is an obvious and crucial focus for any company looking for sustainable financial success.  You MUST focus on customers.  You MUST value and appreciate the business, revenue, and referrals they bring you. Customers today are leaving businesses that take them for granted.  Customers are looking for those businesses that understand they are only Read More

How Ritz-Carlton And Four Seasons Empower Employees And Uphold Customer Service Standards

Your business has a clear and urgent need to set and maintaincustomer service and brand standards.  On the other hand, there’s an equally clear and urgent case to be made for employee empowerment (or to use the term I prefer: employee autonomy). As a consultant on customer service and company culture, I spend a lot of time speaking Read More

6 Strategies to Deliver Above and Beyond Customer Service

What does it mean to go above and beyond? Neil Patel, respected marketer and co-founder of KISSmetrics, says that going above and beyond involves making customers “feel special” and “helping them out even when it may not make sense.” Neil strongly believes that “putting your customers first will help you increase your revenue in the long run.” Read More

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