Episode Details

Every day we are customers to someone we do business with. We buy groceries, fill our cars with gas, dine at restaurants, engage with retail services, and do business with professional service firms. We often remember the negative interactions more than the positive ones, and it may only take one negative interaction for us to shift to another brand or company. As you listen to this episode and reflect on services you’ve received, ask yourself, how do our experiences as customers influence the work we do each day? What can we learn from those experiences to provide excellent customer service to those we serve? 

This episode addresses questions, such as:

• How does employee engagement affect the customer experience?
• What are 3 powerful must-dos for providing excellent customer service? 
• Why should managers approach customer complaints with compassion and empathy? 

Recommended Learning: 5’ – 10’ Rule, Use Standards of Service Excellence, Service Recovery, Compassionate Empathy: From Feeling to Action