Seth Brickner
Seth Brickner
Seth Brickner is a Developer and Facilitator with Impact Learning Systems International. In addition to training and development, his background includes education, technical support and customer service. When not traveling or in front of a computer monitor, Seth can be found running, cooking, playing guitar, reading, convincing himself he can sing, or enjoying the hiking trails of Colorado.
Virtual Learning Best Practices, Part Two: Tips for Asynchronous Virtual Training
The first part of this two part series offered tips and best practices for the virtual classroom, or synchronous virtual training. Asynchronous virtual training, where...
Virtual Learning Best Practices, Part One: Tips for Synchronous Virtual Training
Virtual reality sounded like such cool, futuristic thing at the end of the last century. Today we live in a virtual society and "virtual"...
Reasons Why All Employees Need Internal Customer Service Training
The Value of Internal Communication For years I've been leading classes in communication skills and many of my clients have been technology companies. I...
Cold Call Selling Starts with Buying
If you've ever tried your hand at cold calling, you're painfully aware that the chance of converting a cold call to a sale is...
Loyalty: The Currency of Customer Satisfaction — Part 2
Customer loyalty is the golden ticket to long term company success. Loyal customers provide repeat business and recommend products and services to friends and...
Loyalty: The Currency of Customer Satisfaction — Part 1
Check out any online community that deals with customer service (and believe me, I've checked out my share) and before long you'll find a...
Show That You Value Your Customer!
Several years ago I was on a flight to Sydney, Australia, seated next to a pregnant woman and her husband. The woman was...
The Easiest Sale in the World?
What's the easiest thing in the world to sell? One could make a good case for insurance. If that wasn't that the first thing...
I’m Sorry: I’m Saving It for a Special Occasion
The recent article You Messed Up-Admit It in the Gallup Management Journal focuses on rebuilding trust and credibility when an organization has made a...
Does Sales Training for Retail Make Sense? Part 2
In a previous article on this blog we noted the amazing ROI that sales training can provide for retail employees. Why, then, is this...
Does Sales Training for Retail Make Sense? Part 1
A long held belief in the retail industry is that it doesn’t make financial sense to invest in sales training for hourly employees. The...
Total Service Through Cross-Selling: A Brief History
Approximately 65,000,000 years ago, as pterodactyls were on their way out and USB devices were on their way in, printer cables were sold separately...
Improving Call Center Operations Part 2: Coaching
In a previous post we discussed improving call center operations by optimizing the work environment. Another way to have a substantial, positive impact on...
Improving Call Center Operations: The Environment
With so much emphasis placed on call metrics (”the numbers”) these days, it’s important to assess and optimize the environment in which representatives are...