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.
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...
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...
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...
In Part 1 of this series I touched the importance of knowing the WHY – the purpose, the belief, the INTENT behind your strategy–...
Too often we hear about initiatives that start with a burst of energy and enthusiasm and quickly peter out becoming a disappointing "flavor of...
Call centers are often known as "cost centers" because, historically speaking, one of their highest costs is associated with turnover; they are a necessary,...
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...
Everyone wants to feel like they make a difference at work. Everyone wants to feel that his or her opinion counts. That is where...
Humor me. Take a long, slow breathe in as you read this. Now, take your time and exhale slowly blowing a steady stream of...
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...
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...
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...
“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’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...
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....
For me, job enrichment is all about providing mental stimulation and opportunities to grow professionally so your employees – especially the talented ones that...
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...
“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...
“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...
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...