Joanna Jones
Joanna Jones is a professional copywriter and marketing strategist who has partnered with Impact Learning Systems for two years. As a marketing professional, Joanna works closely with customer service teams and helps companies improve their B2B and B2C communications and strategy.
Call centers are at the core of the customer experience and are often under constant scrutiny from the public and industry to ensure a...
I’m a client-facing tech support agent for a software company. In a nutshell, my job consists of going to client’s offices, diagnosing problems, solving...
The Comcast customer-service call that went viral last week is still lighting up the internet. The call, which a customer recorded, captures a frustrating...
If you are in management, you are tasked with the never-ending job of coaching employees, guiding their behavior, and helping employees perform their best....
July 4th seem like an appropriate time to bring out a top 4 list. This week, we’ll be exploring the top 4 management tools...
Email in the business world unfortunately gets overlooked in customer service training courses these days – in fact, it’s almost seen as passé. It’s...
In customer service, you often have to put yourself in your customers’ shoes and visualize their experience so that you can understand where there...
A well-trained employee can make all the difference when it comes to customer service and how the employee deals with customer escalations, solves customer...
If one of your goals this year is to reduce employee turnover, you’re not alone. Employee turnover is costly, aggravating, time-consuming, and it erodes...
Asking for referrals and actually getting successful referrals are two separate things. If you are relying on your customers to tell others about your...
Telesales can be an intense environment, and telesales teams are often on the move, in and out of the office. Asking your team to...
If you work as a call center manager or executive, hiring new call center employees, unfortunately, tends to be a frequent activity. In an...
A well-trained field service team is the face of a company. When a technician arrives at a business or residence for troubleshooting and repair,...
If you peruse through the business section of any bookstore, or if you happen to be browsing the bestseller book titles at the airport...
If you are around kids at all during the holidays, you may be noticing their lists being made for Santa. This got us thinking...
Amazon.com's rise to a $75 billion/year company did not happen accidentally. At the helm, CEO Jeff Bezos has strategically crafted his customer service practices,...
Using live chat to assist customers with technical support issues may sound like a thorny combination, especially if you have a complex product or...
Halloween was just here – pumpkins still grace doorsteps, and the leaves are falling – yet step into a retail store, and you're likely...
There is a reason why organizational psychologists are often called in to help companies restructure work flows, advise on coaching practices, and develop plans...
Here's a pop quiz for all of you who are wondering what skills will be required to advance quickly in your career: Name the top...