Podcasts about customer service expert

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza talks with Peter Shankman, a six-time bestselling author, entrepreneur, keynote speaker, and host of the Faster than Normal podcast. Together, they discuss how companies can retain neurodiverse employees while also creating neuro inclusive workplaces and how to include and retain neurodiverse customers.

Paul Rutter, the Cruise and Entertainment Director and Customer Service Expert, joins the show to share his journey spending decades living with his customers and co-workers. Hear about that clothing-optional cruise, how to provide an excellent customer experience, the biggest customer service mistakes businesses make, the most beautiful night sky Paul's seen on the water, and what's next for cruise ships. Connect with Paul at PaulRutterSpeaks.com, on social media, and check out his books on Amazon

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Adam Toporek, Customer Service Expert at CTS Service Solutions. Together they delve into how to become the customer's hero; how to respond to negative and positive emotions of the customer, and unpacking if technology is a hassle for customers or not.

Join host Sean V. Bradley, CSP, on this captivating episode of the Millionaire Car Salesman Podcast, where he delves into the vital role of elite customer service in boosting automotive sales professionals' success. Are you constantly seeking your manager's approval for every decision? Do you find it challenging to effectively communicate with both customers and managers? Are you struggling to secure client referrals? This week, we are joined, again, by none other than Shep Hyken, a globally renowned Keynote Speaker in Customer Service & Customer Experience. Shep's expertise is sought after by manufacturers to empower general managers and sales professionals, guiding them to understand where the line is drawn so that they no longer feel the need to run to their managers at the first hint of resistance. Tune in as Sean and Shep engage in a powerful discussion on the significance of exceptional customer service, unlocking the secrets to overcoming challenges and fostering lasting relationships with customers. Learn how to navigate difficult situations and become a top-tier automotive sales professional, propelling your career to new heights. If you're ready to revolutionize your approach to customer service and sales, this episode is a must-listen for you! Get ready to transform your performance and achieve millionaire-level success in the automotive industry.   About Shep Hyken Award-winning Keynote Speaker and World-Renowned Keynote Speaker in Customer Service & Customer Experience Shep Hyken has worked with the world's best brands to help them build a culture centered around the customer. His presentations consistently get rave reviews for being engaging and informative. The National Speakers Association inducted Shep into its Hall of Fame for lifetime achievement in the professional speaking industry.   Resources Dealer Synergy & Bradley On Demand: The automotive industry's #1 training, tracking, testing, and certification platform and consulting & accountability firm. The Millionaire Car Salesman Podcast: is the #1 resource for automotive sales professionals, managers, and owners.  Also, join The Millionaire Car Salesman Facebook Group today! The Against All Odds Radio Show: Hosting guests that have started from the bottom and rose to the top.  Also, join The Against All Odds Radio Show Guests & Listeners Facebook Group for the podcasted episodes. For more interactivity, join The Millionaire Car Salesman Club on Clubhouse. Win the Game of Googleopoly: Unlocking the secret strategy of search engines.   The Millionaire Car Salesman Podcast is Proudly Sponsored By:  Money Mind Mapp (M3): Visit MoneyMindMapp.com for help in revolutionizing your business to help you sell more cars by tracking, projecting, and forecasting your personal sales goals! Bradley On Demand: Automotive Sales Industry's #1 Interactive Training, Tracking, Testing and Certification Platform. With over 7,500 training modules, our platform has everything you and your dealership needs to sell more cars, more often and more profitably!

Do you ever think about how reviews are such a high-value marketing tool for your business? Maybe you feel awkward about asking for reviews from your clients? To help many of you move away from your fears of reviews is Karl Schwantes, who joins PPMP Podcast to reveal so many gold nuggets about client reviews, you'll be sitting on a goldmine by the end of the episode. Karl is a Customer Service Expert, international award-winning author, a Telstra business award finalist, and the winner of the My Business Awards 2020 for the Best Customer Experience. He's also the owner of Xennox Diamonds, a 47-year-old second-generation family business that has generated over 1,000 5-star reviews. In this episode, you'll hear Karl discuss Allied Health business owners and their relationship with reviews. He chats about why those in the Allied Health industry are often reluctant to ask for reviews, how to have the right perspective with reviews, and how to make the system around reviews a habit for clients and the team. Topics covered on how to get 5-star reviews, the importance of reviews, and how to get started with using Google reviews: Putting yourself in your client's shoes, why you shouldn't be asking for a clinical outcome testimonial and what to ask for instead, and how to properly respond to reviews (including negative ones). The importance of showcasing what you do on the internet, not having the mindset of being “the best kept secret”, and reputation marketing – how to leverage your brand reputation on Google. Optimising your Google Business profile, focusing on the patient experience, and the “Happiness Window” – Karl reveals the perfect time to ask people to leave a review. Connect with Karl Visit Karl's Website  Follow Karl on Instagram (@5.starreviews)  Connect with Karl on Facebook  Follow Karl on Twitter Connect with Karl on LinkedIn  Check out Karl's YouTube  Connect with Nacre Consulting:  Join the Accelerator Mastermind  Complete the Allied Health Biz Quiz  Let's connect on Instagram  Follow us on Facebook  Let's connect on LinkedIn  Join our Facebook Group online community  More about The Private Practice Made Perfect Show:  The Private Practice Made Perfect podcast is a much loved conversation for those wanting to hear real life Australian Allied Health business stories, adventures and the occasional confession.  The outstanding guest list includes business owners and wonderful small business supporters such as accountants, marketers, bookkeepers, IT wizards, virtual assistants, lawyers and more.  As you know, it takes a village to run a business. Cathy gathers the tribe, captures the collective wisdom and conveniently delivers it to your earbuds.  All episodes are chatty, honest and practical… warning… we often stray from the topic, talk of wine and laugh loudly.See omnystudio.com/listener for privacy information.

This week on the Millionaire Car Salesman Podcast, renowned automotive industry expert Sean V. Bradley, CSP sits down with Shep Hyken, a leading authority on customer service and experience, to explore the critical role of exceptional customer service within the automotive industry. As an internationally recognized customer service speaker and bestselling author, Shep Hyken brings his vast expertise to the discussion. He shares valuable insights and actionable strategies for automotive professionals to elevate their customer service game and enhance the overall experience for their clients. Throughout the podcast, Shep emphasizes the importance of creating a customer-centric culture within automotive dealerships and service departments. He underscores that every employee, regardless of their role, should understand the significance of customer service and be committed to delivering exceptional experiences at every touchpoint, from empathy to effective communication and going the extra mile to create a lasting impact on the customer. By prioritizing customer satisfaction and investing in building lasting relationships, automotive professionals can set themselves apart in a competitive market and achieve long-term success. About Shep Hyken Award-winning Keynote Speaker and World-Renowned Keynote Speaker in Customer Service & Customer Experience Shep Hyken has worked with the world's best brands to help them build a culture centered around the customer. His presentations consistently get rave reviews for being engaging and informative. The National Speakers Association inducted Shep into it's Hall of Fame for lifetime achievement in the professional speaking industry.   Resources Dealer Synergy & Bradley On Demand: The automotive industry's #1 training, tracking, testing, and certification platform and consulting & accountability firm. The Millionaire Car Salesman Podcast: is the #1 resource for automotive sales professionals, managers, and owners.  Also, join The Millionaire Car Salesman Facebook Group today! The Against All Odds Radio Show: Hosting guests that have started from the bottom and rose to the top.  Also, join The Against All Odds Radio Show Guests & Listeners Facebook Group for the podcasted episodes. For more interactivity, join The Millionaire Car Salesman Club on Clubhouse. Win the Game of Googleopoly: Unlocking the secret strategy of search engines.   The Millionaire Car Salesman Podcast is Proudly Sponsored By:  Money Mind Mapp (M3): Visit MoneyMindMapp.com for help in revolutionizing your business to help you sell more cars by tracking, projecting, and forecasting your personal sales goals! Bradley On Demand: Automotive Sales Industry's #1 Interactive Training, Tracking, Testing and Certification Platform. With over 7,500 training modules, our platform has everything you and your dealership needs to sell more cars, more often and more profitably!  

Why should you hire a sales and customer service expert?

Host Luisa Lyons chats with Jay Cruz, entrepreneur, marketing executive, and CEO and founder of the Indie Film Theater Network, or IFT Network.Jay shares his journey to working in the world of theatre, IFT's three pronged approach to streaming theatre - including a writing room, production and marketing, and streaming, and insights into the making of filmed theatre.Jay Cruz is an Award Winning Advertising Marketing Executive (ADWEEK: HBO 2010), and Customer Service Expert. He has produced Independent Films, Off-Broadway Theater, and Various Themed Shows and Live Events. As the CEO/Founder of IFT Network, Jay is dedicated to empowering Independent Filmmakers & Theater Producers around the globe. “My passion is creating new and exciting original experiences, while creating opportunities for diverse, and talented people.”Show Links: IFTNetwork.comTwitterInstagramFacebook YouTubeJay Cruz on LinkedIn Support the showFilmed Live Musicals is where musicals come home. Use the searchable database to find musicals filmed on stage to watch from the comfort of your living room! Visit www.filmedlivemusicals.com to learn more. Follow us on Facebook, Instagram, Twitter, and YouTube. You can also support the site at Patreon. Patrons get early access to the podcast and site content, no matter how much you pledge. Become a Patron today!Filmed Live Musicals is created by Luisa Lyons, an Australian actor, writer, and musician. Luisa holds a Masters in Music Theatre from London's Royal Central School of Speech and Drama and now lives, works, and plays in New York. Learn more at www.luisalyons.com and follow on Twitter, Instagram, and Facebook.

Jeff Goldberg interviews Randi Busse, Customer Service Speaker, Trainer and Author. Randi is a dynamic speaker with the ability to make audiences listen, nod, laugh … and connect the dots between their own experiences as a customer and how their behaviors and the way their employees treat customers affect the bottom line. Connect with Randi https://www.linkedin.com/in/randibusse/ Know more about Jeff https://jgsalespro.com/ Connect with Jeff on LinkedIn: https://www.linkedin.com/in/jeffgoldbergsalescoach/

In this episode, @Tony Reed discusses how to avoid deceiving your customers and the truth about customer deception..

Are you looking to hire team members on your golf staff?  GBN's Recruiting Services make hiring easier with our best in class network of Golf Professionals that helps you reach deep into the market to locate your next staff member.Go to www.golfbusinessnetwork.com/recruiting to get started and get ahead of the competition.Most of you listening to this are working at golf clubs that are busier than they have been in a long, long time.  Maybe even busier than ever before.  Rounds of golf are high and membership rosters are full.  Now that we're settled into this new reality, the focus is on retaining all of these golfers so our clubs don't return to the struggles that existed before this recent golf boom.  How can we do that?  If you ask Shep Hyken, it's by creating an amazing customer experience. Shep Hyken, calls himself the CAO (Chief Amazement Officer) of Shepard Presentations. He's a customer service and experience expert and a sought after keynote speaker, as a Hall of Fame Speaker from the National Speakers Association.  For decades, he's worked with companies that want to build loyal relationships with their customers and employees. As a New York Times and Wall Street Journal best-selling author he's written 8 books focusing on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty.  His new book “I'll Be Back” on building returning customers, is a perfect fit for the situation in our industry today.  He's also the host of “Amazing Business Radio”, a podcast where he profiles leaders and their customer service expertise.  With all this said, Shep is a big golfer and as a member at his local club, he understands the customer experience at clubs from both the staff's perspective and from the members'.  That's why this is such a valuable conversation.  There are plenty of takeaways in this conversation to help you and your team build a better service experience at your club.  

The 5 Core Concepts to Customer Service Shep Hyken interviews Chris Lynam, Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor, and author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World. They discuss how your organization can implement the five core concepts of good customer service. Top Takeaways:  • Chris shares THE 5 CORE CONCEPTS TO CUSTOMER SERVICE from his book, The Choreography of Customer Service. 1. The Backstory: Customer service professionals should discover what steps have led the customer to their business. Instead of asking, "How can I help you right now?" ask, "What has brought you in here today?" If customer service professionals know their customer's backstory, they will be able to put themselves into their customer's shoes. This is how they can provide the level of service that they would want themselves. 2. The Negative: When you genuinely care for your customers, you will give them the "cautionary tale" when necessary. The most appropriate advice may not always be what the customer wants to hear. But, if it will give your customers the best outcome, you have to make sure they get the complete picture. 3. The Secret Mission: There is something unique that differentiates you from others and will help you outperform what might be considered average in your field or industry.  4. Muscle Memory: What attitudes and good habits developed over time come naturally to you as you serve your customers? 5. Return on Investment: How do you measure the return of investment on the frontlines? The return on investment is not necessarily measured by dollars. It can be measured by customer behaviour. It can be a compliment or the customer coming back to do more business with you. • Chris also talks about building your customer team like you are preparing for a bank heist. Tune in to find out what this means and if you should be preparing for your own "bank heist." Quote: "Feedforward instead of feedback. Instead of examining customer interactions after they happen, prepare your customer service team for different scenarios before they go out into the frontlines."   About:   Chris Lynam is a customer service expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor, and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Improving customer service is a vital part of growing any business. After all, the lifeblood of any company is repeat customers. As many as 70 percent of customers say they'll spend more with companies that provide excellent customer service. In a market where it's easier than ever for customers to take their money elsewhere, how can you improve your customer service?   In this episode, we talk to Shep Hyken, CSP, CPAE. He is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies that want to develop loyal relationships with their customers and employees. He is the New York Times and Wall Street Journal bestselling author of The Amazement Revolution and The Cult of the Customer.   Shep shares about his journey and how he started his personal and professional development, the common mistakes organizations make with their customer care services, and some of the steps you can take today to make great customer service culture in your organization.   Key Highlights [00:42] Shep's views on Spectrum's customer service experience [01:16] How Shep connected with Jason Selk [02:05] Getting started in personal and professional development [04:15] What has changed in the world of the customer care department [08:59] Why organizations overlook customer service [12:32] Customer service is not about the frontline people [16:23] Dealing with unhappy employees [20:13] Becoming a destination employer [21:29] Dealing with already upset customers [26:12] Customer service solutions [34:31] Creating a customer-focused culture [36:37] The power of gratitude [39:44] The only fans inquiry: The magic trick [43:59] Connect with Shep Notable Quotes My best coaches and mentors were actually my parents. Customer service is not a dep[artment. It's part of the culture. Every single person in your company, no matter how big or small your organization is, has some impact on that end experience the customer has. If you take care of people on the inside, they're going to take care of people on the outside. Herb Kelleher, the first CEO of Southwest Airlines, when he was asked which is more important, your shareholders who invest in you? Your passengers who pay money? Or the employees? He said the employees. Because “if the employees are happy, then they will take care of the passengers who will fly on the airline again and will then make the shareholders happy. You can't wow a customer but you can amaze them all the time. Most of the clients that call me, don't need help. They want sustainability. Leaders have to demonstrate what they want everyone else to do. Resources Connect with Shep Hyken Customer Service Speaker | Shep Hyken Keynote Speaker Shep Hyken: Customer Service & CX-Expert - YouTube Mentioned Resources I'll Be Back Book | Shep Hyken Customer Service Expert How to Master the Art of Selling: Hopkins, Tom Moments of Truth by Jan Carlzon

In this webinar episode, Adam Toporek, Customer Service Expert, talks about creating emotional connections with your customers.

In this episode, I'm joined by Gavin Scott.Gavin is a leading Customer Service Expert, Speaker, Coach and the Best-Selling Author of "Finding Gold Dust".Here, he outlines how a drawing of a long-held goal became reality many years later; the importance of setting goals and how the decades will be kind to those who do write them down; and why a growth mindset is often the key to success._________________________________________________________________________________________Gavin Scott can be found here:Website: https://gavinscott.me/LinkedIn: https://www.linkedin.com/in/gavinscottltd/_________________________________________________________________________________________Doug Bennett can be found here:Website: http://dougbennett.co.uk/Email: doug@dougbennett.co.ukLinkedIn: https://www.linkedin.com/in/financialdoug/Twitter: https://twitter.com/FinancialDougBOOKSGET MY NEW BOOK: Think Simple Win Big: How to Build the Business of Your Dreams With a Few Simple Goals https://amzn.to/322B0C4Goals Do Come True, available to buy on Amazon: https://amzn.to/3phcy6ZDownload Your Ten-Step Guide To Financial Freedom Guide Here:https://mailchi.mp/db27ab04de14/from-financial-struggle-to-financial-successEnjoy, and come back for the latest podcast each Wednesday. Thank you for listening.

Paula Goodman and Gillian Whitney chat about Connecting on LinkedIn With Words & Visuals. Gandhi once said, “Be the change you want to see in the world.” Paul Goodman knows about positivity, inspiration, and being that change. She's the Word Jedi Poetess of LinkedIn. Paula's unique blend of creative writing and video is what I like to call… poetry in motion. Based in Hamilton, Canada, Paula is a Customer Service Expert, Columnist, and Creative Writer. Self-employed with Omathome, she writes for wellness, believing that poetry for the soul helps you heal. Paula is also a certified Yoga teacher. During this talk Paula and I discuss the joys and frustrations of being content creatives and being lovely humans on LinkedIn. “Putting people before profit Is the best investment…in both life and business." For more information: videoeasypeasy.com Gillian Whitney https://www.linkedin.com/in/gillianwhitney/ Paula Goodman https://www.linkedin.com/in/paulagoodman1/

Customer Service and Experience Expert, Shep Hyken jumps on the podcast to chat about how great customer service can work wonders in the music industry.

Sarah Everest Dan and Cannon sit down with Sarah Everest the CXO (Customer Experience Officer) of Ozark Fence & Supply Co out of Springfield, Missouri. We caught up with her as she sits in her hotel room while at one of Joe Everest's (The Fence Expert) Staining Events in Springfield, MO. Sarah lets us know how they make sure every customer gets the Ozark Fence Experience and they're informed of every step of their fence project before the process even starts!! (Sarah Everest, The Customer Experience Expert) • https://linktr.ee/myfencelife (CLICK HERE) - To learn more about Dan & Cannon AND the Software / Industry Tools they talk about. ⤵️More about your hosts of the show⤵️ Dan Blanc - Fence King Fence King, the Northshore of New Orleans's leading Wood Privacy & Picket and Aluminum Installers, is the premier fence contractor of Mandeville, Covington, Ponchatoula, Madisonville, Robert, Goodbee, Hammond, and Abita Springs, LA We're the Certified Postmaster Plus Contractor for the Northshore of Lake Ponchartrain / New Orleans servicing from I-55 and East to the Mississippi/ Louisiana State Line. Dan Blanc, CEO, and Founder of Fence King is also an instructor of Marketing at the Mr. Fence Academy based out of Evansville, Indiana in 2021 ⤵️More about your hosts of the show⤵️ Cannon Johnson - Jackson Fence Company Jackson Fence Company is West Tennessee's preferred fencing contractor. We deliver quality fence solutions to Medina, Jackson, Lexington, Brownsville, Dyersburg, and Union City. We're proud to serve its local community, but also the greater national fencing industry. We are active members of the American Fence Association, Mr. Fence Academy, and we also supply our local market with fencing materials

Hot Topics Include: How to get customers to say “I'll be Back”. Creating an emotional connection with customers. How technology has changed customer service….. If you want to learn the secrets behind exceptional customer service and  how it can affect any business, this episode is CRITICAL for you!

Full Episode: Learn from the #1 customer service expert in the world & New York Times best-selling author: Shep HykenCustomer service retention and overall client satisfaction in a business is just as critical as the quality of your product, and the marketing strategy. However, customer satisfaction is the number one issue that strikes businesses which ultimately makes company attrition rates skyrocket. Client satisfaction promotes loyalty, and higher traffic to your dealership by word of mouth advertising. When you have happy customers that are given quality service, closing ratios increase. Perhaps it's time for a change in perspective: look at your customers as interactions, not transactions.This week's episode will make you want to revisit your bucket list to catch up to the Against All Odds special guest, Shep Hyken. Sean V. Bradley and L.A. Williams touch base with the #1 customer service expert in the world. The three masterminds discuss why customer satisfaction is so important, how to maintain client retention, and what you can do to increase customer loyalty for your establishment!About Shep HykenShep Hyken has lived the life we all strive to have for three life spans over! As adventurous and talented as he is, Hyken is very established in the customer service industry. While the former president of the National Speakers Association, Shep Hyken maintains a spot in the NSA's Hall of Fame. The author of seven New York Times Best Selling books has worked with national organizations to build their customer relationship management like FedEx, Whataburger, and Comcast.Customer Service Resources:Dealer Synergy & Bradley On Demand: The automotive industry's #1 training, tracking, testing, and certification platform and consulting & accountability firmThe Millionaire Car Salesman Podcast: is the #1 resource for automotive sales professionals, managers, and owners.  Also, join The Millionaire Car Salesman Facebook Group today!The Against All Odds Radio Show: Hosting guests that have started from the bottom and rose to the top.  Also, join The Against All Odds Radio Show Guests & Listeners Facebook Group for the podcasted episodes.For more interactivity, join The Millionaire Car Salesman Club on Clubhouse.The Against All Odds Radio Show is Proudly Sponsored By:Car.com: Visit Car.com today, where they do the research and you do the driving.Scar Food: Scar Treatment for Scars, Acne Scars, & Stretch marks - visit ScarFood.com today!Hyundai of Bedford & Kia of Bedford: World-class customer support you can trust and is located just minutes from Cleveland & serving the Bedford, Cleveland, parma, Beachwood, and Euclid areas.

Learn from Alicia Elson, as she talks about the importance of customer service in every business. Alicia owned and operated a casual fine dining restaurant for many years. She was responsible for all front of house operations. Hiring, training, bar inventory, scheduling, hostess, customer service. Alicia loves the hospitality industry. She is all about customer service and she believes that serving the customers first is truly the success of the business. "Giving gift is in the giving" ~ Alicia Elson Contact Alicia at: Email - Alicia_Elson@hotmail.com Thank you for listening to the Entrepreneur Experts Cafe - sponsored by Entrepreneurs Rocket Fuel. I am Kimberly Crowe your host, and creator of the Facebook Community, Entrepreneurs Rocket Fuel, a community by entrepreneurs for entrepreneurs helping entrepreneurs and experts to get their business to the next level. ✅ Join the conversation! https://www.facebook.com/groups/entrepreneursrocketfuel/

In many cases the first impression we now have of a place is often the point of a finger towards a QR code, rather than a warm smile and friendly eyes. QR codes are important, but we need the QR scanning process to be added to the customer service journey because at the moment we're missing the human connection.  Jaquie Scammell, Customer Service Expert joined Pablo to discuss.  See omnystudio.com/listener for privacy information.

In this episode, I had the pleasure of interviewing Yasmen Abd Al-Ahad. Yasmen is serial entrepreneur specializing in sales and customer service, in addition she's hosts a weekly radio show, has a youtube channel and facilitates online events.  In addition, Yasmen holds a law degree, she's a mother of three and a wife.  How does she do it all? What keeps her going? It turns out that Yasmen loves working in a fast passed, ever-changing, environments.  She gets excited about being involved in multiple projects. Yasmen is a Muslim, Hijabi , black woman living in Jamaica.  She's involved in the media and lifestyle world sharing her prospective as a Muslim woman living in Jamiaca.  Naturally I was drawn to her and I wanted to know more.  So I reached out, introduced myself and invited her to join me on the podcast, and here we are! Connect with Yasmen: YouTube: The Jamaican Experience with YazInstagram: Yasmen Abd Al-Ahad @yaz_zleFacebook: Yasmen Abd Al-AhadLinkedIn- Yasmen Abd Al-Ahad  I'd love to hear from you! What are you taking-away from Yasmen's journey?More on how to start your own successful online business;Download your FREE 4 Step Guide to Starting a Lucrative Online Business You'll Love!

In this episode of The Thrifty Marketer Podcast, we will be discussing "Customer Experience Tactics for 2021 & Beyond with Shep Hyken, the leading Customer Experience, and Service Expert. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, and The Convenience Revolution. He is also the creator of The Customer FocusTM, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) Discussion How COVID19 impacted the world of Customer Experience Top trends and themes for Customer Experience in 2021 and beyond The role of employee experience in delivering an exceptional Customer Experience Empathy & CX - Shep's thoughts on how organizations can embrace the same ROI of CX - Shep's thoughts on how to measure ROI of CX investments Shep's top 3 tips for organizations for making CX their competitive advantage Key takeaways from Shep's books "The Cult of the Customer" and "The Convenience Revolution" And more. Listen in for some amazing insights on Customer Experience. For more such episodes, follow The Thrifty Marketer Podcast at https://bit.ly/2EN15cJFor SMB marketing tips, visit https://bit.ly/3hHaj8V Hosted on Acast. See acast.com/privacy for more information.

Every shop owner understands the importance of having standardized systems in their business. But, how do you systemize the customer service experience? How do you systemize ensuring consistency in how you make the customer feel during and after their interactions with everyone at the shop?Is it even possible?To answer those questions, David and Kyle Logue of Essex County Auto Repair in Middleton, MA is joined by Charlotte Purvis the author of The Customer Communication Formula: How to communicate with your customers and boost your customer service brand.For over two decades, Charlotte has been able to develop and use the Customer Communication Formula to help positively influence millions of customer service interactions. In this podcast, she explains the principles behind the formula and talks about the specific and actionable tactics she lays out in the book. You can pick up the book on Amazon: https://amzn.to/2Kmf789You can reach out to Charlotte at CharlottePurvis.com.Support the show (https://www.patreon.com/AutoShopOwnersGroup)

A Sydney bar owner has publicly lashed out at a customer on social media who was a ‘no-show’ for a restaurant booking. Given the limits of businesses to ten people were they in the right given that a table of four made up 40% of their capacity? Chris Smoje, Customer Service Expert spoke to the program about customer etiquette in a post COVID-19 world.

In this episode, Customer Service Expert and Trainer Tony Johnson discusses how to select the right team for the right roles.  This can help build culture and sales growth throughout your organization.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker Tony@igniteyourservice.com 606-356-7447 Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: TheTonyJohnson Snap Chat: TheTonyJohnson   Improve Your Customer Service with my Book: TOGETHER WE SERVE:  Four Proven Strategies to Create Winning Experiences for Your Guests and Your Team Click to Purchase on Amazon.com   Music: http://www.bensound.com

In this episode, Customer Service Expert and Trainer Tony Johnson speaks with military and retail veteran Scott Bauerschmidt.    Scott brings his experience with the military and big box retail to the customer experience - training, people first, and humility are key to his style.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: TheTonyJohnson Snap Chat: TheTonyJohnson   Improve Your Customer Service with my Book: TOGETHER WE SERVE:  Four Proven Strategies to Create Winning Experiences for Your Guests and Your Team Click to Purchase on Amazon.com   Music: http://www.bensound.com

In this episode, Customer Service Expert and Trainer Tony Johnson discusses how to engage your team with training, recognition, and communication. Start by selecting a fantastic team and then train them to be amazing. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: TheTonyJohnson Snap Chat: TheTonyJohnson Improve Your Customer Service with my Book: TOGETHER WE SERVE:  Four Proven Strategies to Create Winning Experiences for Your Guests and Your Team Click to Purchase on Amazon.com Music: http://www.bensound.com

In this episode, Customer Service Expert and Trainer Tony Johnson discusses customer journey, empathy mapping, and understating your customers.  Also, Tony will talk about how to be at your best when you are at your busiest. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: TheTonyJohnson Snap Chat: TheTonyJohnson Improve Your Customer Service with my Book: TOGETHER WE SERVE:  Four Proven Strategies to Create Winning Experiences for Your Guests and Your Team Click to Purchase on Amazon.com   Music: http://www.bensound.com

Tune in to hear Shep share: The #1 thing companies are doing wrong right now, How to use innovation in times of need, How to handle the current financial crisis And many more key business insights! Learn more about your ad choices. Visit megaphone.fm/adchoices

Do you have your pricing down to a science?  Do you offer different pricing packages or is it one price for everyone?  On this episode of The Wealthy Speaker Show, we're going to explore Sweet Spot Pricing.  It's not for everyone, but we'll see how Keynote Speaker and Customer Service Expert, Laurie Guest uses her unique formula to create pricing and packages that have clients choosing what works best for her! Laurie Guest, CSP began […] The post Sweet Spot Pricing with Laurie Guest appeared first on Jane Atkinson.

Scaling Up Services is a podcast devoted to helping founders, partners, CEOs, key executives, and managers of service-based businesses scale their companies faster and with less drama. Have each episode delivered to your inbox by subscribing here: http://www.scalingupservices.com/subscribe

Tune in to hear Shep discuss: How to make the customer the focus of your business, What changes YOU can make to your business to make it user friendly, How to ensure customers will recommend you to others And many more key customer service insights! Learn more about your ad choices. Visit megaphone.fm/adchoices

Laurie speaks to her career as a Customer Service Expert and an example of something a reader did as a result of your book. She talks about the unique book design she has and the biggest lessons she has learned and the best advice she’s been given since turning 50. She also speaks to why it’s important to start something new in life and how to do it. Gift: Ebook of “Wrapped in Silliness: A Personal Retreat Guide.”W: https://laurieguest.com/ FB: facebook.com/laurieguestspeaker T: twitter.com/laurieguest

Starting a conversation about vulnerability with a customer can be difficult. Staff need to know what they are trying to identify and how they may be able to support a customer’s set of circumstances. Our exclusive podcast, developed in conjunction with UK Finance for our joint Vulnerability Academy looks at three main areas for firms to consider: - Identification - why does identification matter when it comes to vulnerability and who/what are we trying to identify? - Engagement - how do we move the conversation from identification to support? - Support - what support that can be given to people in vulnerable situations and where does the responsibility of firms end? Podcasts comprise a regular component of the Vulnerability Academy curriculum. In this discussion the Money Advice Trust's Vulnerability Lead Chris Fitch is joined by: - Debbie Gill, Specialist Support Team Manager, Vanquis Bank. Morven Lean, Programme Partnerships Officer at the Alzheimer’s Society. - Dan Clarke, Vulnerable Customer Specialist at Monzo. - Caroline Wells, Customer Service Expert at the Money Advice Trust and founder of MeIncluded.

With 20+ years of leadership in the hospitality industry and a lifetime of customer service experience, Steve uses storytelling to share real-world tips and tactics to help you provide the experience your customers’ desire and promote a positive team culture.You can find him on Linked IN and Twiter and also at www.stevedigioia.com 

An interview-style podcast centered on people and their relationship with technology.

Business leaders, contact center employees and sales associates interact with customers every day and are faced with requests, questions and a wide variety of complaints and issues. The customer experience largely comes down to how they respond—is it with a rote reply or a personalized reaction? Jeanne Bliss, president of CustomerBliss, bestselling author and a pioneer in the CX field, wants leaders and employees to pause before responding and remember the human side of customer interactions. Her new book asks the question, “Would you do that to your mother?” The idea is simple—we take good care of the people we care about, whether it's our mother, sibling or a close friend. In many situations, there is a difference in how we treat customers and how we treat our loved ones. But every customer we interact with is someone's mother, sibling or friend and should be treated with the same humanity and respect. Bliss says the work of customer experience can get unnecessarily complicated. By pausing and evaluating the situation before taking action, practitioners can connect in a more human way instead of being stuck in a sea of processes and regulations. After all, customer experience comes down to connecting with people, not just sticking to a rule book. An example Bliss cites in her book is Vail Resorts, which outlawed phrases like “Our policy is”, “Not my job” and “I don't know.” The company gave its employees freedom to deliver the experience of a lifetime to its customers and provided the training and trust to go along with it. If your mother called in with a warrantee claim three days after the warrantee expired, you wouldn't give her a lesson in your company's warrantee policy—you would simply take the claim and make an exception. The same should be true with other customers. If a long-standing customer calls with a warrantee claim just after the warrantee expires, take care of them like you would your mother. If not, you put that customer relationship at risk and open the door for them to go to a competitor. One of the reasons people often overlook the humanity of customer experience is that there is a lack of trust in many organizations. When leaders don't trust employees, it leads to a poor experience that drives away employees and customers. We should trust employees and trust customers, just like we trust our mothers and other loved ones. Bliss also shares the example of Cleveland Clinic, which realized more than a decade ago that it just wasn't pleasing customers. The organization implemented rules that meant that no employee, no matter if they were a doctor or worked in the gift shop, was allowed to pass a customer requesting help. It also made all employees caregivers and gave them training and permission to stop and help every customer and patient they saw. The company got rid of silos for a more holistic approach to customer experience. You wouldn't leave your mother in the hallway of a hospital, so why would you do that to a customer? Customer experience is all about humanity. More than profits or growth, it really comes down to connecting with customers and meeting their needs. As we build and strengthen relationships, the growth and profits come naturally. As Bliss says, we need to add humanity to customer experience and really ask ourselves, “Would I do that to my mother?”  

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Customer Service Expert, Shep Hyken, is the guest on this podcast. Listen to this episode to find out the difference between the function and the goal of any business. Listen to Brad and Shep discuss the ways to grow your business, using content marketing to expand your business and the ways to turn problems into opportunities.

Listen as Dave continues with Part 2 of his interview featuring guest Shep Hyken, an expert in the world of customer service.In Episode 169, Shep walks Dave through his amazing career path, and they discuss examples of great and not so great customer service experiences.Hyken has authored multiple books, while The Amazement Revolution was a USA Today and Wall Street Journal bestseller. In Part 2, Dave converses with Shep about the road to achieving his dream as becoming a Hall of Fame speaker, and the process of writing multiple books over the years.Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

In Episode 169, Dave talks with Shep Hyken, a pioneer in the art of customer service.Shep is a customer service expert, author, and speaker. One of his books, The Amazement Revolution, was a bestseller. But that's only part of his amazing story.He's the author of several other books that offer advice about retaining customers like Moments of Magic which leverages his more than twenty years' of experience in customer service.He's also achieved CPAE status, The National Speakers Assoc.'s Hall of Fame designation for lifetime achievement in the professional speaking industry.Dave and Shep walk through his amazing career path and discuss examples of great and not so great customer service.Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

To understand how some people just have an innate sense for great customer service, you need only look back at Shep Hyken’s job during college. Before Shep became a world-renown customer service expert and best-selling author, he worked at a gas station... Today, Hyken consults with many companies and teaches them how to employ this same mindset to what is becoming the ultimate competitive advantage... Hyken graciously talked with me for Episode 45 of the Focus on Customer Service Podcast. Here are some of the key moments of the interview and where to find them: 1:17 How Shep’s childhood shaped his customer service expertise today 6:38 The cost of doing business and the cost of not doing customer service well 7:45 Managing customer expectations 12:06 Are all companies in the customer service and customer experience business? 14:57 Examples of great experiences that don’t cost a lot of money 18:30 How has social media impacted customer service overall? 20:41 Customer surveys and what it means to deliver “10” service 24:46 Why companies should respond to every single comment on social media 29:05 How companies can build relationships with customers in digital channels and raise expectations for everyone else 37:35 Where is social media customer service going next?

Steve Coscia’s clients make more money through better customer retention, increased upselling and heightened awareness to how stress can limit productivity and effectiveness. Coscia’s strategies cut through the clutter and focus on the key tactical behaviors which enable a company to become world class. An avid researcher of customer service trends, Coscia conducted one of the industry’s first studies of stress in the customer service environment. This survey revealed the causes of stress along with the most common manifestations of post-stress behavior among customer service professionals. Tele-Stress is a registered trademark of Coscia Communications. His books, videos, audio programs and e-learning have helped thousands of customer service professionals. Coscia has earned the Certified Speaking Professional ® (CSP) designation from the National Speakers Association. http://www.hvaccustomerservice.com

In this episode, Customer Service Expert and Trainer Tony Johnson discusses how to establish processes that will drive great service. Also, Tony will talk about how to be at your best when you are at your busiest. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE PASSION using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: http://thetonyjohnson.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Check out my latest book: RECIPE FOR SERVICE Now Available on Amazon.com http://www.amazon.com/Recipe-Service-Inspire-Deliver-Customer/dp/0986391204 Music: http://www.bensound.com

In this episode, Customer Service Expert and Trainer Tony Johnson will discuss why front line associates drive the service experience.  Communication with the team is a key tactic for success. Also, we will talk about how pre-shift huddles can be an effective tool to drive engagement and business success. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE PASSION using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: http://thetonyjohnson.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Check out my latest book: RECIPE FOR SERVICE Now Available on Amazon.com http://www.amazon.com/Recipe-Service-Inspire-Deliver-Customer/dp/0986391204 Music: http://www.bensound.com

In this episode, Customer Service Expert and Trainer, Tony Johnson will discuss how training and service recovery are the keys to delivering a great service experience. Also, we will discuss how being a fantastic listener can inspire your team to achieve greater success. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE PASSION using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: http://thetonyjohnson.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Check out my latest book: RECIPE FOR SERVICE Now Available on Amazon.com http://www.amazon.com/Recipe-Service-Inspire-Deliver-Customer/dp/0986391204 Music: http://www.bensound.com

Adam Toperek is an internationally recognized Customer Service Expert, Key Note Speaker, and Workshop Leader. He is the Author of “Be Your Customers’ Hero: Real-World Tips & Techniques for the Service Front Lines” as well as the founder of Customers that Stick Blog. When he is not speaking or delivering high energy Customer Service Key Notes or Workshops, he can be found co-hosting the “Crack the Customer Code Podcast” and writing extensively on customer experience. Adam has an MBA and a Certificate in Customer Experience; he is also a Net Promoter Certified Associate.   Questions What is your Zodiac Sign? Would you say being people oriented, outgoing and very sociable are true characteristics of your personality? Tell us a little bit about yourself and your journey On a global level, do you think there has been any improvement in customer experience or do you think it is getting worse? How do you get people to develop a culture of service, a mindset where everything is in alignment with the customers in mind? Have you found that sometimes empathy is lacking in terms of the organizations’ connection with their customers and do you think it’s driven by how people are brought up so they are not able to connect with the customer when they are venting? In your book, you speak about 7 service triggers; can you share a little about that and explain what that means? Do you think it’s important for the entire organization to be exposed to emotional intelligence so that they can be better able to manage their own emotions? From a customer experience perspective, what are some considerations for entrepreneurs online to consider as it relates to customer experience and having a successful business? What are your thoughts on training and does it have a different connotation in the mind? How do you stay motivated everyday? What is the one online resource, website, tool or app you cannot live without in your business? Can you share what are some of that books that have had the biggest impact on you? What is one thing in your life right now that you are really excited about – something that you are working on to develop yourself or your people? Where can our listeners find your information? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights   Adam shared that his sign is Sagittarius which is the early part of December. One unique fact about a Sagittarius is that they are extremely out going, and they are very people oriented and very sociable. Adam stated that he was not sure of the characteristics of a Sagittarius but that he believes those are definitely true of a person who is very good at customer experience and customer service. Adam stated that he is a 3rd generation entrepreneur, so business is in his blood. His grandfather owned a main street shoe store, his father started a wholesale business in the back of his mother’s retail children’s clothing store, so he grew up around business and doing sale tags and that has always been a part of who he is. As he opened his own businesses and went further along in his career, he eventually owned his retail business and got involved in franchising, one of the things he found was that in your own business, you could be the Chief Operating Officer, Chief Marketing Officer, Chief Plumbing Officer; you’re everything but the part he always gravitated towards was customer experience and customer interaction. And the more he interacted with his customers, he realized how important the idea of customer experience was. Over time he started talking about it and then writing about it publicly on blogs, it then developed a following, it developed into a book, then into speaking and into key notes. But what he finds fascinating is that the journey that lead him there comes from having to be face to face with customers and having to work with employees that are face to face with customers and seeing the challenges and the struggles they had to deliver good customer experiences even when they wanted to. Adam stated that globally, expectations have changed; they are different from what they use to be and customers understand what good customer service is supposed to look like and then he also thinks customers sometimes have unrealistic expectations based on viral stories of customer service and that the customer is always right. These days customer service is the biggest source of competitive advantage for almost any organization. If you are not competing on experience, and you are in a competitive industry, you are in trouble. Adam shared that to get business owners to focus on customer experience and develop their team members to translate that experience they deliver to the customers on a face to face basis, over the telephone or on social media, can only start with the numbers; there are many statistics that tends to open eyes. If you can use an organization’s own numbers that is helpful, you could use their survey data their ranking or their NPS. He stated 85% of customers are willing to pay more for a superior customer experience, your retention equals profit. There are 3 different studies that show acquiring a new customer is anywhere from 5-10 times more expensive than retaining an existing one, yet most people put their time and energy into marketing instead of retention and customer experience efforts. Customer experience also affects moral and how their culture and employees feel and how they interact. Customer experience permeates the entire organization and you have to start with the numbers and the economic argument especially persons in the C-Suite, business owners or people higher up in their organization, they tend to be run by numbers. Adam shared that one of the things is that you’ve got to do is walk the talk as a leader. If you don’t have a customer centric culture, if you’re not leading from the top, if what they see from you as a leader is that customers are numbers and customers aren’t people then they are not going to treat them like people. There is nothing you can do for employees if you don’t first start doing yourself. You have to help people understand that they are dealing with human beings and that what they do matters. Adam stated that he has a chapter in his book, “Be Your Customers’ Hero” called “Everybody’s Rushed, Everybody’s Stressed”, because nowadays nobody has enough time and those are our customers, they don’t want to be hassled, they want to have easy experiences. A lot of the time employees will say this is just another retail job and this doesn’t mean anything and this doesn’t matter and the thing is to have a purpose and a mission to make them understand that purpose and mission centers around making peoples day better whether you are selling t-shirts, selling medicine or online software, whatever the services are around that, you are making a difference in peoples’ lives, you are impacting peoples’ lives. When you help them connect and if you help them understand the human on the other side of the phone, desk or email; that is one of the first steps in getting them to have a customer centric attitude and to act on it. Adam stated that there are a lot of factors at work like organizational and upbringing. He shared that one of the things he often teaches is that we are not biologically designed to be good at customer service. That is one of the reasons he focuses on training and why training is important. We have all of these things referred to as Cognitive Biases, there is negativity bias, human beings tend to look for negative information over positive information, we tend to give more weight and power to negative information instead of positive information and that makes sense, the brain’s job is to keep us alive. We have defense mechanisms, so when someone yells or screams at us, it is not natural for us to go, “Thank you for telling me sir, how can I help you better?” It is not a natural reaction, you have to train yourself to depersonalize, you have to train yourself to look at the other persons perspective not what they’re saying about you, not how you’re feeling. It is easy to empathize with somebody who is not being negative or who is not attacking you or your organization and it comes from caring and anybody that is built for caring or has been trained that the customer is important can find that empathy. It still is a trainable skill and it is still something you need to filter for because not every person should be in a customer facing role, there are some people that simply just should not have customer facing jobs but assuming that you have the right team, you have the right people on the bus, you can train empathy for easy situations but then you have to really train for them to not only empathize but depersonalize and to be able to be calm when the storm is coming and the communication skills and the techniques you need to help take that situation and move it down the road to a positive resolution. Adam stated that what is really interesting about the service triggers is that they are a preventative tool. When you talk about customer service, everybody wants to solve the problem that they already have, “How do I deal with a difficult customer? How do I this?” The service triggers are designed to create fewer problems to deal with, so the idea of the trigger is based on our psychological mechanism and we all have those triggers that could have been from when a song comes on the radio and you start to feel emotional, you look back and say that was the song your grandmother used to sing to you when you were little because that’s a trigger for you. We all have these personal triggers whether they be positive or negative and there are certain triggers throughout the population that are service triggers that are hot buttons for people in customer service situations where they tend to get really upset. Adam identified (7) triggers and not everybody has them equally and not everybody has them but when you’re looking at it at an organizational level, what you do, is try to approach it by “How could we prevent these from being pulled?” The first two triggers are “Being ignored” and “Being abandoned.” You’ve walked into a restaurant and watched the hostess walk back and forth and not even make eye contact. Being abandoned, they say they can’t handle that for you and will have the manager call you back tomorrow and what happens tomorrow? Nobody calls you, and what happens when you call them? You’ve been abandoned; you’ve been left on hold for 30 minutes. And these are triggers, so this happens at a restaurant and it’s your favorite restaurant, you might say it was a bad night, a new hostess and you’ll give them a break. But if you go in a second time and the hostess ignores you, you’re not going to wait 3 minutes, you’re going to wait 30 seconds and what happens is that we have these triggers that we carry from organization to organization cause once you’ve been sent from department to department, and wasted hours trying to get answers to your questions, you can get quick on the trigger. So if you ever experience this in your customer experience life, the customer gets an employee and they are saying “I have to send you to a different department or have my manager call you” and they say “What’s the manager’s name? What time will they call? Who do I call if I don’t hear from them?” and then they start going through a list of things. That’s a trigger, they know they have been burned before, they’ve been shuffled (another trigger), they’ve been abandoned. So what we do is look at the customer journey, we look at each touch point in the journey, particularly the major ones and say, “How could a customer feel ignored here? Are they not greeted in time? Is the phone not picked up fast enough? How could a customer feel abandoned?” And when you go through all seven (7) service triggers, if you can prevent these seven service triggers, you can revolutionize your customer experience by starting there. Adam shared that emotional intelligence has a frame work with it. It has to have the idea of being in touch with who you are and not only who you are but how you relate to customers. Adam Toporek in his book, stated that the first 3 sections are really about mindset because that’s how important it is. The first section is about the mindset of the customer service representative: how do we feel. Everybody not only needs to come to grips with themselves and their own triggers and their own cognitive biases and their own ways of approaching customers and customer experience but also how they interact with each other, with their team, all of that mixes together to kind of create the perfect culture. Those are the things you strive for in creating a culture that is mixed with empathy across and throughout the organization and by looking inside yourself. Adam shared that the first thing to do is to map your customer journey because small businesses never do that, solo entrepreneurs and consultants rarely ever sit down and say, “What is my customer’s journey?” “Where do people come in, what marketing are they seeing?” “Where are they finding me, my twitter, my blog, this podcast?” And then what happens “What expectations am I setting? What is my response time? What is the next thing that happens?” You then look at the journey and look at what you think it is now and what you want it to be, what do you want your customers to experience? What do you want your response time to be? And how often do you want to monitor your channels? How do you want to communicate with your customers? Where do you want your business to live, is it on Skype, on email? If you look at your journey and go through from beginning to end, every piece of your brand that a customer or prospective customer can touch and then you take the approach of looking at each touch point and saying, “How can I make this touch point great? How can I make sure I don’t mess it up?” Adam stated that one of the concepts he teaches is that he breaks up the touch points and pressure points because there is not enough time if you try to focus on everything, nothing is going to get done, he says we all say everything is important in customer experience and it is. You have to start with the big rocks, you look at the pressure points, what are the 3-5 big moments when you interact with the customer and it may be to close the sale, when they sign up for your programme, when they buy your speech, when they buy your product or when there is a customer service issue, look at those big pressure points first. Get those as tight and prefect and then work on as many touch points as you can. Adam stated that he agrees with the concept of development rather than training as there have been a lot of bad training and there have been a lot of training when people sit in a class for a day or a half day or 3 days and then everything went back to normal but what is particularly harmful is when you have training and you don’t have the culture to support what they learn in the training. He stated that if a company brings him in and he gets the team jazzed up and ready to help customers and they have the skills and they are feeling more confident now on how to handle difficult customers, providing them with communication tricks, helping them to work on their mindset and then they go back to a culture where there is nothing but just rules and policies and managers that are yelling about numbers and nobody seemingly cares about customers, then you wasted your money because it won’t be effective. Being customer centric and wanting to help the customers has to be in the DNA of the organization. And that resistance to training is because it is not part of the whole package, it’s just like “customer service is down, let’s get a trainer.” They are really not getting the whole suite and to fit a square peg into round hole – just will not work. When asked how he stays motivated every single day - Adam shared that he just does as he has always been doing….staying goal oriented; he looks at his goals regularly. One of the things he does is try to stay healthy and fit as it makes all the difference. He has a treadmill desk, so staying healthy helps the mechanics of the internal motivation and also he loves what he does, he trains and teaches and he has always enjoyed teaching and he likes helping people solve problems and teaching people new things. When he can teach somebody how to deal with customer service, it’s not easy but some of what they are dealing with is easy and he can help, so it is really rewarding and that’s the biggest thing to teach people and to help people make their lives better and be more successful in their jobs. One tool, website, resource or app that Adam shared he cannot live without because of all his travelling is TripIt. Trip It manages all his trips and he said it is insanely cool, so you get your email from your airline, you get your email from your hotel, just forward it to TripIt and it puts it in an itinerary with all of your codes and your confirmation numbers and the phone numbers and it puts everything in order, so it will do your flights, the hotel check in, then the flight and your hotel check out, it puts in the rental car. It also does alerts if your flights are running late, so instead of signing up with each different airline, you just send everything to TripIt and it alerts you. This app is available on App Store and Google Play Store. When asked what are some books that have had the greatest impact on him - Adam shared “How To Win Friends & Influence People” by Dale Carnegie this book is about how you interact with people, how to treat people and how you communicate with people. Another book Adam shared that has had the greatest impact is called “Deep Work: Rules for Focused Success in a Distracted World” by Cal Newport and his thesis is essential. Today one of the greatest things you can do if you are in a knowledge field, is take time to do deep work, to really focus on getting rid of the noise. The author really dives deeply into the idea and shows people how they have done it and different modules for doing it, that idea of really having focus time to work on projects and to think and create great things. He stated that it is a valuable book for him because it is what he believes in intuitively. When asked what is one thing he is working on to develop himself or his people that he is really excited about - Adam shared that he is hitting a long-term goal as it is something that he always wanted to do but it never made the cut which is to create an online training because it is truly the future and it’s getting more virtual everyday and he is launching his first online customer service training course coming out the first week of September and he has a couple other concepts that he’s working on, so hopefully there will be 2 or 3 online training courses out by the end of 2016. The first one being released is based on the 7 service triggers. Link for Course Adam says listeners can find him online on any of the below links: Customers That Stick Website Adam Toporek Twitter Adam Toporek LinkedIn   Adam shared his quote that he refers to in times of adversity and challenges and really contributes to his very own success - “Nothing in the world can take the place of persistence. Talent will not; nothing is more common than unsuccessful men with talent. Genius will not; unrewarded genius is almost a proverb. Education will not; the world is full of educated derelicts. Persistence and determination alone are omnipotent.”   The other is a poem called “If” by Rudyard Kipling.   Links   “Be Your Customers’ Hero: Real-World Tips & Techniques for the Service Front Lines” by Adam Toporek Crack the Customer Code Podcast TripIt “How To Win Friends & Influence People” by Dale Carnegie “Deep Work: Rules for Focused Success in a Distracted World” by Cal Newport Customers That Stick Website Adam Toporek Twitter Adam Toporek LinkedIn

In this episode, Customer Service Expert and Trainer, Tony Johnson will discuss how leadership and developing managers can drive great Guest service.  Also discussed is how a great blackjack dealer named Perry was a fantastic brand ambassador. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE PASSION using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: http://thetonyjohnson.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Check out my latest book: RECIPE FOR SERVICE Now Available on Amazon.com http://www.amazon.com/Recipe-Service-Inspire-Deliver-Customer/dp/0986391204 Music: http://www.bensound.com

In this episode, Customer Service Expert and Trainer, Tony Johnson will discuss how leaders can use observation to drive results and why perception equals reality when it comes to driving a great Guest experience. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE PASSION using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: http://thetonyjohnson.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Check out my latest book: RECIPE FOR SERVICE Now Available on Amazon.com http://www.amazon.com/Recipe-Service-Inspire-Deliver-Customer/dp/0986391204 Music: http://www.bensound.com

In this episode, Customer Service Expert and Trainer, Tony Johnson will discuss how we can all use your super power of great service for the good of our Guests.  We truly have the power to change someone's day for the better!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE PASSION using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: http://thetonyjohnson.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Check out my latest book: RECIPE FOR SERVICE Now Available on Amazon.com http://www.amazon.com/Recipe-Service-Inspire-Deliver-Customer/dp/0986391204 Music: http://www.bensound.com

In this episode, Tony Johnson, Customer Service Expert and Speaker, will discuss how Disney keeps the magic alive.  This was recorded on location at the Contemporary Resort at Walt Disney World.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE PASSION using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: http://thetonyjohnson.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/ServiceRecipe Check out my latest book: RECIPE FOR SERVICE Now Available on Amazon.com http://www.amazon.com/Recipe-Service-Inspire-Deliver-Customer/dp/0986391204   Music: http://www.bensound.com  

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Join host and business success coach Trina Newby as she shares tips and resources to develop a successful business.  Featured guest: Teresa Wright Johnson, Mommy Balance CoachKayl May, Customer Service Expert

Customer service expert, professional speaker and bestselling author Shep Hyken, helps companies and organizations who want to build loyal relationships with their customers and employees so they can have an Amazing outcome. To learn more, visit: http://Hyken.com

Customer service expert, professional speaker and bestselling author Shep Hyken, helps companies and organizations who want to build loyal relationships with their customers and employees so they can have an Amazing outcome. To learn more, visit: http://Hyken.com

Shep is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.In 1983 Shep founded Shepard Presentations and since then he has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbot Laboratories, American Express.Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled “You Are The Magic!” For more details, you can visit Shep’s website at Hyken.com

Shep is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.In 1983 Shep founded Shepard Presentations and since then he has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbot Laboratories, American Express.Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled “You Are The Magic!” For more details, you can visit Shep’s website at Hyken.com

Good customer service can give your company a competitive financial edge. Lori Jo Vest, co-author of Who’s Your Gladys joins the podcast today to identify key customer service strategies to take your company from simply stable to thriving and prosperous. Customer Service Gives You a Cutting Edge Advantage The key to growth through customer service, says Lori, is referral and repeat business. By creating an exceptional, thoughtful experience for your customers, those people will make sure that they reward your efforts by making you their go-to for repeat business. They will also encourage their friends and family members to support you based on their experience, creating dedicated zombie loyalists, if you will. Thus, instead of stable sales, your business will experience an increase in sales. But how do businesses make customer service a part of their company identity and manage this advantage long-term? Join Adam, Jeannie and Lori to find out. About Lori In addition to being the co-author of the best-selling, Who’s Your Gladys, Lori Jo Vest is a Customer Service Expert, a Sales Master and Coach, an Emmy award winning television producer, a Social Media Specialists, and a consultant. She joins the podcast today to shed some light on the macro view of handling customer interactions and how this can be a competitive advantage to companies large and small. Connect with Lori LinkedInTwitterFacebookwww.lorijovest.comwww.whosyourgladys.com Related Content Clear Vision Optical, referred to in the episode. Sponsor Message Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Success Workshop in San Diego on October 27th. You will learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which brings together leaders from companies like Cisco, Dell and others to discuss the challenges of a changing service landscape. Visit servicestrategies.com to learn more. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken, award-winning Customer Service Expert, gives tips, ideas and ways of creating outstanding programs. Todd Greene of HeadBlade on creating, marketing a new product. He saw a need and came up with an answer and now it is 7,000 stores.  

Coach Andrew Poretz interviews life coaches, business coaches and other coaches to discuss all aspects of coaching and business. We'll also take your questions, and you might have the opportunity for live coaching right on the show! The Unstoppable Frankie Picasso is a Professional Certified Life, Business and Master Coach Trainer Frankie is a full time Radio Host, Author, Human Rights Activist, and she specializes in the Impossible. She leads, trains, supports, motivates and inspires anyone in her path to produce exceptional results in their lives. Today she is leading the charge as a Champion for Unexpressed Potential, and her clarion call is Mission Unstoppable. With over 20 years experience as an Entrepreneur, Frankie was notably the first female Kickboxing Promoter in the World and managed the World Welterweight Fighter. In 1997, she put on the ISKA World Championships in Toronto. She is trained in Mediation, Crisis Intervention, Emergency Management, Pain Management, Disaster Exercises and she is a former Community Emergency Response Volunteer. Her diverse background includes: Adult Education, Self Esteem and Confidence building, Behavior Management, NLP, Strategic Business Planning, Quality Planning & Customer Service Expert, Marketing, Sales, and Event Management. She is the Founder of Conversation with My Shoes, and Chief Potential Officer and founder of The Institute for Quantum Living and Conscious Design. She is a Certified Laughter Yoga Leader and a member of the Canadian Association of Journalists.