![Planning your future with 2020 hindsight]()
January 14, 2021
What changes would you make with 2020 hindsight? This episode has four action steps to help you create your personal, professional and operational development plan for the year, by learning lessons from the past.
We’ll talk about what’s been covered in the first ten episodes of the service first® podcast, and how you can use these insights to develop your plans for the year ahead.
A new year is a good time to reflect on your progress and personal development, to make sure you’re using experience to stay on track. It’s a time to look forward and tackle what’s coming in the year ahead, guided by the experience of yourself and others.
So let’s look forward to creating your plans for the year – and we’ll start by learning from looking back at 2020, with help from the service first® podcast.
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Online learning resources to help you apply the podcast in your contact centre
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October 2, 2020
Good customer service is important, but is ‘good’ enough to really build customer loyalty? What can you do to take good customer service and make it excellent?
In this podcast, you’ll learn three practical ideas that’ll help you turn good service into excellence, and satisfaction into customer delight.
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August 6, 2020
Customer loyalty – that’s when people keep coming back for more because of the customer service experience you deliver. What can you do as a customer service leader to create loyalty from your customers?
In this podcast interview, you'll hear how Sandy and Alex Stoddart of Blacks Hotel in Ophir, Central Otago, New Zealand have created a recipe for customer loyalty based on providing unique, quality and innovative customer service experiences.
Learn the three lessons that'll help you create customer loyalty, whatever business you're providing customer service in.
July 15, 2020
As a customer service professional, how can you create a world-class customer experience with every customer interaction you have?
In this podcast, you’ll learn from the story of FedEx Craig about three actions you can take that’ll improve your customer service performance and turn every customer’s experience into a story of customer delight.
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June 18, 2020
Attitude matters – and it’s your customer service attitude that makes a difference to the people you deal with every day. As a leader, your managerial attitude affects employee behaviour – and that affects the customer experience.
In this podcast, I’m using a customer service case study to show why managerial and employee attitude is so vital to customer service – and the difference that your leadership behaviour makes.
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June 1, 2020
In this case study of customer service chaos, we're going to look at how the simple act of buying a washing machine from a national retailer turned into a customer experience nightmare. It's a story of cascading process failures and avoidable customer pain, with lessons for every organisation to learn.
Come with me on a journey of highs and lows, from the heights of elation, to the crashing disappointment of 'computer says no.' You'll hear simplicity made complex, a triumph of process bureaucracy over common sense, but with an ending that shows why simple human intervention from people who care about their company just gets things done.
If you're in customer service, this is a story you can learn from.
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May 19, 2020
As a customer service leader, you need adaptive leadership styles and leadership qualities when managing change. The ‘stages of concern’ model helps you consider people’s individual needs when you’re leading your teams through change.
Dr. Jason Price explains the 6 stages of concern and how to apply this model when you’re making customer-facing change in your organisation.
This podcast features in our video: Preparing your teams for life after lockdown
https://youtu.be/mFJvt6L_4zA
