Episode 159 – What is the agenda?

A few episodes ago, I talked about a company’s epic failure in customer service.  I’m continuing that story with its next installment.  What is the difference between a dental office and a dental school? Don’t they both deliver dental services to their patients? Yes.  What is different? Well, the desired outcome – the agenda – is different.  This is where the POM (Purpose-Outcome-Method) tool comes in very handy. We all have agendas.  When we’re more transparent around our own desired outcomes, we’re more likely to achieve success.  Problems occur when the outcome – the agenda – is hidden. What is
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Episode 154 – Failed customer service

Most companies would say that their customers and clients are of paramount importance and that they pride themselves on great customer service. (Have you ever heard a company boast about its horrible customer service?)  However, we all know that not all companies have good customer service. Good customer service isn’t about that it’s the “right thing to do.” It also makes great business sense.  A customer is 4x as likely to defect to a competitor if the problem is service-related, rather than if it’s price- or product-related.  55% of customers would pay extra to guarantee better service. Listen in as
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Episode 147 – Don’t make me hunt you down

When a problem occurs that affects your customers and clients (and no organization is perfect, so you’ve definitely experienced issues), do you take initiative and reach out to your customers?  Or do you wait for them to hunt you down?  You may have all sorts of reasons for not wanting to broadcast a problem, but is that really in your customers’ best interests? Listen in as Dawn Shuler discusses a recent experience where she had to hunt down an organization to solve her problem, as well as examples of positively taking initiative, even if it meant the potential of a
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Episode 137 – You must respond. You must communicate.

Now is the time that your customers, clients, prospects, and markets need to hear from you.  In the absence of communication, especially in these times, people turn to fear.  So, if you don’t communicate, then they’ll wonder what you’re hiding or what horrendous thing is on the horizon. What do you communicate? What is your response to this situation we’re experiencing right now? What do your customers, clients, employees, and staff need to know? What do they need to hear from you? What is changing? What is not changing? Listen in as Dawn Shuler shares what some other organizations are
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Episode 112 – Does your customer service create a sacred bubble?

Listen in as Dawn Shuler talks about an actual positive customer service experience with one of the often-vilified cable communications companies.  She explores one of her favorite topics, customer service, and how to create a great experience for your organization’s customers and clients. Other related podcast episodes:  Forward motion, Onboarding new customers, Delivering Excellent Customer Service – Part I, and Delivering Excellent Customer Service – Part II.
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Internal and External Service – Part 2

This is Part 2 of Internal and External Customer Service. In  Part 1, I challenged you to think about how you can up your game with your internal and external customer service. Even though one of our core values is extreme service (not just excellent service, but extreme service), I don’t want to become complacent and say, “We already do such a good job that we don’t really need to do anything to improve. Let’s just keep doing what we do. If we keep doing what we do, and our customers and clients are satisfied, where’s the harm in that?”
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Internal and External Service – Part 1

Customer service refers to types of customers: external is your customers, of course, but internal, it’s your employees. Think of that as employee service because your employees are like your internal customers.   Now that we’ve got that straight, let’s look at the term “customer service” again.   Our definition: taking care of your people.   For example, we have some amazing customers who have purchased a product from us, a product we resell. It’s not our product per se, which means some other company is in charge of the fulfillment, technology, and platform. Some months ago, there were some
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Onboarding new customers

A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related. With that in mind, customer service should be of paramount importance to for-profit companies and non-profit organizations alike. And the first step in a customer service journey is a new customer’s first experience. Listen in as Dawn Shuler talks about the elements and questions you need to consider to create a smooth, efficient onboarding process that results in happy (and returning) customers.
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Are you leaving money on the table?

Employees are both a profit center and a cost center: profit center in that they help bring in revenue, and a cost center in that it costs money to have employees in terms of payroll, benefits, etc.  However, did you know that there may be somewhat hidden and indirect costs associated with employee turnover, lack of employee engagement, productivity, absenteeism, and more?  Listen in as Dawn Shuler shares some shocking statistics on how much money you could be leaving on the table.
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