Sarah Hedayati
Sarah Hedayati
Sarah Hedayati is an advocate for providing customers the best experience possible, and author at Impact Learning Systems.
Health Insurance Call Volume Increasing: Best Practices to Achieve Success
Did you notice an increase in call volume during your last Open Enrollment period? Most health insurance call centers did. In fact, some received...
Customer Satisfaction in the Health Insurance Industry
The health insurance industry is getting a lot of attention as call volume picks up. Baby boomers are retiring and searching for supplemental Medicare...
Employee Retention: Y You Need a Strategy
Employee retention has become a common topic in call centers as the economy starts to improve. According to a 2011 survey included in an...
Insurance Customer Service: Five Tips for Serving Older Callers
As a large portion of the baby boomer population prepares to retire, call centers in the insurance industry will field more calls from older...
Customer Service in the Insurance Industry: the Baby Boomers Are Coming
With the number of retiring baby boomers increasing, it's time to assess customer service in the insurance industry. Is your insurance call center ready...
Customer Service That “Wows”
Have you ever had a customer service experience that left you saying "wow"? The other day, I had one of those "wow" experiences. I was...
Selling Skills: Close the Sale
This is the third and final post in a sales series. The first post covered product knowledge and the second post focused on features...
Employee Satisfaction: It Starts With You
When managers hear they need to improve employee satisfaction to achieve customer satisfaction, they often don't know where to start. Employees are at the front...
Selling Skills: Features and Benefits
The first post in this sales series focused on product knowledge and the ways sales reps can use that information to help make a...
Customer Experience vs. Compensation: a Customer Service Showdown
The other night, I went to dinner at one of my new favorite restaurants. When I sat down, I couldn't help but notice the...
Selling Skills: Understand the Product
Are you happy with the performance of your sales team? Do they have a thorough understanding of your products and how to present them...
A Little Rapport Goes a Long Way
No matter what product or service you offer, selling to a customer you have truly connected with is much more fulfilling than a sale...
7 Tips for Coaching Difficult Employees
Whether you're a manager, supervisor, or trainer, one of the inevitable aspects of your job is the need to deal firmly and fairly with...
Creative Employee Incentives
Providing incentives for employees is a great way to boost morale, productivity, and promote a harmonious work environment. Even more importantly, offering incentives to...
The Employee Experience: Motivate, Empower, Invest
There's a concern brewing in employers everywhere. If the economy keeps moving in a positive direction, employees may take their talent elsewhere. A trend...
How to Use Social Media for Service & Support
Social media as a service and support channel is on the rise. There is a buzz about what effect social media will have on...
Using Social Media for Service & Support
30 to 40 million social media interactions take place in one day according to Catriona Wallace from Fifth Quadrant. Companies are getting on board...
Customer Service Through Social Media
The other day, I opened an email from AT&T reminding me of my upcoming bill. I opened it expecting to see my usual monthly...
Problem Solving Skills: a Crucial Call Center Trait
When you're working in a call center, you never know what the deck is going to deal you. You may get the inquisitive customer,...
Email Etiquette: How to Turn Email Into a Customer Service Tool
Email has a convenience factor other forms of communication lack. Email can be sent at any time and responded to at any time. As...