Derek Gaunt - Negotiations Trainer and Coach at The Black Swan Group, Ltd - Author, "Ego Authority Failure" [Tactical Empathy]

Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening and tactical empathy. He brings all of these back to customer service. Derek Gaunt is a lecturer, author of Ego, Authority, Failure, and trainer with 29 years of law enforcement experience, 20 of which as a team member, leader and then commander of hostage negotiations teams in the Washington, DC metropolitan area. Derek talk about how he sold jail time, the importance of Emotional Intelligence, and how his hostage negotiations expertise translates to customer service. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick #customerexperience #customerservice #cxofmradio #cxconvos #podcast #podcasthost #podcastshow #podcastlife #cxpa #socap #cxaccelerator #icmi