Home Authors Posts by Seth Brickner

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...

New Posts