Vasudha Deming
Vasudha Deming
Vasudha Deming is a consultant and author lucky enough to get paid for doing something she loves: helping businesses to thrive by putting values into action. She also organizes athletic races, service projects, community events, and anything else she can get her hands on. When it all gets too stressful, she heads out the door for a long-distance run.
Every Job Is a Customer Service Job
Every company hopes for customer service excellence. Only a portion of them, however, strategically aim for this excellence through their day-to-day business practices. And...
The Importance of Management Coaching
When you think of coaching, what comes to mind? Most likely, you automatically think of someone leading their sports team to a championship, right?...
5 Tips for Managing an Excellent Customer Experience
The ultimate aim of any business is to create and maintain customer loyalty. Success in this endeavor requires a successful convergence of a number...
Why People Buy and How They Perceive Value
Some time ago, I wrote a blog post about the elusive nature of "value." The post told the true story of a man who...
Work Works Best When Work Becomes Play
In Impact Learning's training and consulting work, we talk a lot about the concept of "transcendence," which of course can mean many things: challenging...
Is Your Company a Customer Sieve?
This issue is highlighted in a great new article by James Surowiecki in The New Yorker. The entire article can be found here, but the...
Customer Service Training-Not Just for Agents Anymore
Every company at some point (and ideally on a regular basis) puts its front-line staff through customer service training. And that’s as it should...
5 Principles of Customer Care
Over the past 15 years, Impact Learning Systems has worked with many organizations to help establish a culture of world-class service. The principles outlined...
What Are Your Contact Center Metrics Really Telling You?
One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics-measures of quality and...
What Customer Service Skills Are Most Valuable?
At Impact Learning Systems we’re frequently asked which skills are most valuable for customer service — and most essential to include in a customer...