Lost Tapes Episode 13 - Customer Service It’s About Payroll

Mastering Customer Service in Payroll: Insights and Strategies
This podcast episode features hosts Brian Escobar and Walter William Duncan II discussing the importance of customer service in payroll and HR. The episode focuses on identifying and rectifying bad examples of customer service, emphasizing communication breakdowns, inefficient issue resolution, lack of accessibility, inadequate training, and ignoring employee feedback as core areas of concern. The hosts share personal anecdotes and stress the necessity of a customer-centric approach, continuous training for payroll professionals, proactive feedback gathering, and prioritizing the employee experience. Additionally, they introduce TimeTrack Go, a time clock software solution, highlighting its compatibility with QuickBooks and its potential to streamline payroll processes. The conversation concludes with reflections on the impact of poor customer service on emotions like frustration, anger, disappointment, stress, and helplessness, advocating for empathy, effective communication, and transparency in payroll operations.
00:00 Welcome to the Payroll Podcast!00:44 Diving Into Customer Service Conversations01:15 A Floridian's Cold Weather Tales03:12 Exploring Bad Customer Service in Payroll05:35 Improving Payroll Customer Service: Strategies and Solutions15:35 The Emotional Impact of Poor Customer Service17:05 Navigating Customer Service Challenges17:47 The High Stakes of Payroll Services19:01 Dealing with Irate Customers: Strategies and Stories20:49 The Emotional Impact of Poor Customer Service24:59 Leadership and Customer Service: A Manager's Perspective27:58 Closing Thoughts on Customer Service Excellence