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Vasudha Deming

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V.P. of Global Learning, Impact Learning Systems

8 points

Feb. 3, 2011

Vasudha Deming and 11 other people answered this question

How to get my CSR's be more compassionate?

You mentioned that the concept of customer service is a new one for the people you're training. One simple technique that can help them embrace a mindset of service is this: Ask them to think about their own experiences as a customer--in person, on the ... more

Customer Service

Coaching & Training

Customer Loyalty

Training Techniques

July 29, 2010

Vasudha Deming answered this question

Online customer service training?

Online training can definitely be interactive! I've developed several customer service courses for contact centers, and here's what I've found to be some of the keys to participant engagement:
1) Every screen should have the main text of the learning plus at least one additional ... more

Customer Service

Contact Centers

Customer Service Training

June 29, 2010

Vasudha Deming recommends this answer by Roger Courville

How best to make telework work?

I'll admit my bias up front...I've been in the web conferencing industry for years, and while I now teach virtual presentations full time, I've also got personal experience with telework (when I was at Microsoft).
Background: I'm in Portland, OR and my boss was in San ... more

May 20, 2010

Vasudha Deming commented on a brief

7 Ways to Build a Sales Pipeline Without Cold Calling

Thanks for the brief. Good stuff! I've always felt that no matter what other methods are used to build the sales pipeline, cold calling has to be a staple. Somehow, it just serves as an announcement to the universe that you're looking for customers. And ... more

Information Technology

May 20, 2010

Vasudha Deming and 14 other people answered this question

How can I help my agents improve their customer service skills?

Jay, so glad you asked! There are many of us in this FOCUS community who spend most of our waking hours doing just that--helping customer-facing teams to improve their skills--so I'm sure you'll get plenty of responses. Here's mine...
In terms of the training medium ... more

Customer Service

Call Center Agents

Contact Centers

May 20, 2010

Vasudha Deming and 1 other person commented on a brief

7 Secrets for Effectively Managing a Support Organization

What a valuable brief! Thank you. Do you happen to also offer this as a webcast?
The seven topics/tips you mention are all important, but I love that you start out by discussing metrics. They are so often misused. If it's of interest, I recently ... more

Customer Service

General Management

Information Technology

May 14, 2010

Vasudha Deming and 8 other people answered this question

What are some signs of poor call center service?

One hidden danger you have to watch out for in assessing performance in a contact center is what I call the "false positive." Here's how it goes: A customer calls in and is given information by a friendly, professional sounding rep. The customer ends the ... more

Customer Service

Human Resources

Information Technology

May 13, 2010

Vasudha Deming and 2 other people answered this question

Is it finally time to dump our fax machines?

I have come very close to tossing my fax machine many times, but then stopped myself at the last minute. Although I don't fax very often, it seems than when I do use it, this is just the right method for the needs of the ... more

Office Supplies and Equipment

May 13, 2010

Vasudha Deming asked a question

Does your organization emphasize internal customer service?

Customer Service

May 5, 2010

Vasudha Deming and 3 other people answered this question

What's the difference between call centre and contact centre?

In the days of yore, the term "Call Center" was used because the telephone was the only channel of communication between customers and the sales/service reps. With the advent of e-mail and chat, the term/concept was broadened to "contact center." In 2003, I co-authored the ... more

Customer Service

Contact Centers

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Contact Center Technologies

Customer Service

Information Technology

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