Peggy Carlaw
Peggy Carlaw
NoneRecent Contributions
How customer service builds brand loyalty
by Peggy Carlaw — VP, Impact Learning Systems
Karen Freeman, Patrick Spenner, and Anna Bird bring up Three Myths About What Customers Want in the HBR Blog Network. These myths are based on information from…
read nowCall center coaching: Five tips to ensure your success
by Peggy Carlaw — VP, Impact Learning Systems
Managing staff — in any form — is hard work and requires a well-stocked repertoire of people skills, business acumen, and the ability to juggle multiple…
read nowWhen to use customer service games in training
by Peggy Carlaw — VP, Impact Learning Systems
Customer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I've seen too many games used just because ...
read nowNine tips for effective and consistent employee follow-up
by Peggy Carlaw — VP, Impact Learning Systems
Reinforcement is key.
read nowThe fundamentals of employee feedback
by Peggy Carlaw — VP, Impact Learning Systems
Giving feedback to your employees is one of the most important things you can do for each of them individually, and your team as a whole. Oftentimes, managers…
read nowGuided customer service: Open and closed questions
by Peggy Carlaw — VP, Impact Learning Systems
Why are some customer service experiences better than others? Most often it's because the customer service representative confidently guides you through the…
read nowHow to cultivate long-term loyalty
by Peggy Carlaw — VP, Impact Learning Systems
I used to go to the same Chinese Restaurant weekly growing up. My family celebrated birthdays, graduations, and other fun celebrations at this restaurant.
read nowSales skills: Training (nurture) or personality (nature)?
by Peggy Carlaw — VP, Impact Learning Systems
The age-old debate — nature versus nurture — is a common theme that pops up for managers who are seeking the right sales candidates. It's an important…
read nowRetail Customer Service 101: Phone etiquette
by Peggy Carlaw — VP, Impact Learning Systems
Considered common sense and unnecessary by many, telephone etiquette training is back in vogue. As many companies struggle to ride the fierce waves of…
read nowTraditions build customer loyalty
by Peggy Carlaw — VP, Impact Learning Systems
Over the weekend, I went on a trip to my favorite vacation spot: Family Camp. This is a little spot nestled in the forest of the Sierras right outside…
read nowSee More From Peggy
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