Peggy Carlaw
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies create a customer-focused culture and improve the customer experience while producing measurable business results. wwwView Peggy Carlaw's profile on LinkedIn

How customer service builds brand loyalty

How customer service builds brand loyalty

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 their recent consumer study.

Call center coaching: Five tips to ensure your success

Call center coaching: Five tips to ensure your success

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 projects and deal with pressure. For those of you who manage call centers and...

When to use customer service games in training

When to use customer service games in training

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 ...

Nine tips for effective and consistent employee follow-up

Nine tips for effective and consistent employee follow-up

Reinforcement is key. Once your employees have gone through training or learned something new, it is important to follow up with them. Not only does follow-up give you a chance to hear what your employees really think about their newly acquired skill or knowledge, but it also demonstrates your interest in your employees' success.

The fundamentals of employee feedback

The fundamentals of employee feedback

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 are either afraid or simply do not know how to give an employee feedback whether positive or negative.

Guided customer service: Open and closed questions

Guided customer service: Open and closed questions

Why are some customer service experiences better than others? Most often it's because the customer service representative confidently guides you through the call by using open and closed questions. What are Open and Closed Questions There are two types of...

How to cultivate long-term loyalty

How to cultivate long-term loyalty

I used to go to the same Chinese Restaurant weekly growing up. My family celebrated birthdays, graduations, and other fun celebrations at this restaurant.

Sales skills: Training (nurture) or personality (nature)?

Sales skills: Training (nurture) or personality (nature)?

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 question: Do people have an innate personality ability to sell (nature) or is...

Retail Customer Service 101: Phone etiquette

Retail Customer Service 101: Phone etiquette

Considered common sense and unnecessary by many, telephone etiquette training is back in vogue. As many companies struggle to ride the fierce waves of economic recovery, they are pointing the finger at customer service and starting from scratch. What is...

Traditions build customer loyalty

Traditions build customer loyalty

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 Yosemite.

Customer experience: Southern hospitality at its finest

Customer experience: Southern hospitality at its finest

I live in the happiest place in America. No, it's not Disneyland, it's San Luis Obispo, California.

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Surviving the retail revolution: 2018 will be a wild ride