Home Authors Posts by Monica Postell

Monica Postell

Monica Postell
Customer Satisfaction Expert @ Impact Learning Systems | Instructional Designer | Performance Improvement Specialist | Call Center Consultant | Artist | Global citizen and world traveler making the world a better place once class at a time.

The Fifth Key to Implementing a Successful Customer Service Strategy: Recognition and Reward

In pre­vi­ous parts of this series I’ve touched on the impor­tance of INTENT and how under­stand­ing and act­ing from intent will inspire your team. And...

Ensuring Your Customer Service Initiative Will Be Successful: The Fourth Key

In pre­vi­ous parts of this series I’ve touched on the impor­tance of INTENT and how under­stand­ing and act­ing from intent will allow you to...

Ensuring Your Customer Service Initiative Will Be Successful: The Third Key

In pre­vi­ous parts of this series I've touched on the impor­tance of man­ager INTENT and how under­stand­ing and act­ing from intent will inspire your...

Ensuring Your Customer Service Initiative Will Be Successful: The Second Key

In Part 1 of this series I touched the impor­tance of know­ing the WHY – the pur­pose, the belief, the INTENT behind your strat­egy–...

Ensuring Your Customer Service Initiative Will Be Successful: The First Key

Too often we hear about ini­tia­tives that start with a burst of energy and enthu­si­asm and quickly peter out becom­ing a dis­ap­point­ing "fla­vor of...

How Workspace Design Affects Call Center Employee Satisfaction

Call cen­ters are often known as "cost cen­ters" because, his­tor­i­cally speak­ing, one of their high­est costs is asso­ci­ated with turnover; they are a nec­es­sary,...

Call Center Morale vs. Motivation: Why They’re Key to Your Success

The symp­toms are painful: low per­for­mance, high turnover, passive-aggressive behav­iors, and gen­eral lack of focus on what's impor­tant to your busi­ness. Is the source...

Empowerment Is the Key to Increased Employee Engagement

Every­one wants to feel like they make a dif­fer­ence at work. Every­one wants to feel that his or her opin­ion counts. That is where...

The Zen of Customer Service

Humor me. Take a long, slow breathe in as you read this. Now, take your time and exhale slowly blowing a steady stream of...

Give to Get Better Customer Satisfaction

There's a customer service skill that I particularly like because of its power to impact customer satisfaction. It's called "give to get." In essence...

Look What Happens When You Expect the Best

You just need to practice, practice, practice in order to expect the best. Hello, my name is Monica and I’m a So You Think You...

Don’t Keep Your Customers in the Dark: Add Value

As a customer, how do I know what I want… if I don’t know what’s possible? It’s as though I’m blindfolded. I was on a...

Is Customer Effort the Next Customer Experience Metric?

“Stop Trying to Delight Your Customers” arrived in my inbox and unleashed an immediate flurry of calls, emails and ideas among our merry Impact band...

I Want to Be a Customer Service HERO

I’m inspired. I want to be a HERO, but not just any kind of hero. I want to be a Highly Empowered and Resourceful Operative. I learned about...

The Zen of Customer Service

Humor me. Take a long, slow breathe in as you read this. Now, take your time and exhale slowly blowing a steady stream of air....

How Telephone Sales Training Affects Job Enrichment

For me, job enrichment is all about providing mental stimulation and opportunities to grow professionally so your employees – especially the talented ones that...

Who Holds the Key to Performance Change in Your Organization?

I’m a little behind in my industry periodicals reading. (I don’t suppose you can identify with that.) Anyway, I came across an interesting article in...

Is It Fixed Yet? — Managing Customer Expectations for Technical Support

“Are we there yet?” “Are we there yet?” “Are we there yet?” Do kids still say that? I sometimes think the adult version of that...

Five Tips to Improve Service for Your Customers

“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right? On the contrary, it seems it’s the...

Five Inspiring Customer Service Quotes

What makes a customer service quote inspiring? Well, let’s consider who needs to be inspired and why? If you accept the premise that excellent customer...

New Posts