The Customer Service Podcast

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Customer Service is always a hot topic. We use many different names for this, and in this podcast we want to give you practical advice to better your organisations delivery. We harness three decades of experience with the Customer Service Excellence standard/framework and give you insights, tips, tricks and support with your journey.

Episodes

  1. Customer Service - A Skill, A State of Mind, A Culture

    09/02/2022

    Customer Service - A Skill, A State of Mind, A Culture

    In this episode we are joined by Ken Hayes, National Director, Contact Center Sales, Cloud5 Communications. Ken has a wealth of knowledge from running call centre operations on how to get the most from your people when dealing with customer calls. In this episode, Paul and Ken talk about what it takes to give great customer service, how to instil this with your people, and develop a culture of compassion, caring, and empathy. This episode came about due to Ken’s article on Linkedin, ”Contact Center Transcendence - A Skill, A State of Mind, A Culture”. Where Ken makes the case that your people need to be happy in order to consistently give good customer service, “Happy agents equal happy customers; oh and, just one agent in a bad mood can damage over one hundred customer relationships during an eight-hour shift.”  Ken on Linkedin

    14 min
  • 1 Episode

About

Customer Service is always a hot topic. We use many different names for this, and in this podcast we want to give you practical advice to better your organisations delivery. We harness three decades of experience with the Customer Service Excellence standard/framework and give you insights, tips, tricks and support with your journey.

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