Service First podcast • Fresh insights for customer service leaders
Planning your future with 2020 hindsight

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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Ten contact centre lessons learned from the Grenfell Inquiry

Ten contact centre lessons learned from the Grenfell Inquiry

December 9, 2020

If you're in a customer contact centre, there'll be times when call demand increases and you're put under pressure. Lessons learned from experience help you to prepare, so it's essential for customer service leaders to learn from others.

In this podcast, you'll hear ten lessons that every contact centre can learn from the Grenfell Inquiry's phase 1 report into operational call handling during the tragedy of the 2017 fire.

You don't have to be dealing with emergencies to learn the lessons of this inquiry's findings into systemic issues that you'll find in your call centre.

There are lessons here for every customer service leader to learn.

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Download the ten lesson checklist for contact centres mentioned in this podcast

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Scramble! Take action for service improvement

Scramble! Take action for service improvement

October 28, 2020

To improve customer service performance, you’ll need to take action. So what can you learn from the story of Battle of Britain pilot, Wing Commander Jack Rose, that’ll help you improve customer service in the workplace?

In the first episode of a series on lessons learned, you'll hear how a decision by Wing Commander Jack Rose showed that good preparation and taking swift action are critical steps for improving service performance.

 

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Make someone’s day in customer service

Make someone’s day in customer service

October 16, 2020

What can you do to make someone’s day in your next call centre customer experience? In this episode, you’ll find out what it was that an AA Insurance call centre advisor did to deliver great customer service – and what the customer did next.

You’ll hear five practical tips you can follow to help you make someone’s day – as a call centre leader, a front-line advisor, and as a customer.

 

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How to take your customer service from good to excellent

How to take your customer service from good to excellent

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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Customer loyalty through learning - in conversation with Blacks Hotel

Customer loyalty through learning - in conversation with Blacks Hotel

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.
 

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Visit Black's Hotel in Ophir, Central Otago, New Zealand.

 
Three lessons for creating world-class customer experiences

Three lessons for creating world-class customer experiences

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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Leadership attitude matters in customer service

Leadership attitude matters in customer service

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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It should have been simple • A customer experience case study

It should have been simple • A customer experience case study

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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Change management: The six stages of concern model

Change management: The six stages of concern model

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

Play this podcast on Podbean App