13 episodes

Quality Conversations with Klaus features stories of companies and individuals that go the extra mile to create an exceptional customer experience. Each episode features a positive customer service story, as well as actionable takeaways listeners can use to improve their own service.

Quality Conversations with Klaus Klaus

    • Business

Quality Conversations with Klaus features stories of companies and individuals that go the extra mile to create an exceptional customer experience. Each episode features a positive customer service story, as well as actionable takeaways listeners can use to improve their own service.

    S2E4: How Fi keeps their pack of customers happy

    S2E4: How Fi keeps their pack of customers happy

    This week’s episode is an absolute treat! John & Niclas speak with Arielle Yoder. Arielle is the Customer Experience Quality Manager at Fi, a smart dog collar company based in New York. Arielle shares how they keep their pack of customers happy with personalized customer interactions, and why a transparent QA process is important for teams from the get-go. 

    • 26 min
    S2E3: Creating an open and collaborative feedback culture in support with VanMoof

    S2E3: Creating an open and collaborative feedback culture in support with VanMoof

    Our hosts Niclas & John didn’t have to look far for this week’s guest. Stephanie Robilliard is the Project Manager for Service Operations at VanMoof, a next-generation e-bike company based in Amsterdam. The three Amsterdammers discussed the influence that globalization & automation have had on customer expectations in the B2C sphere, and Stephanie spilled the beans on how peer reviews have helped VanMoof nurture a collaborative feedback culture.

    • 24 min
    S2E2: Focusing on quality in a scale-up with Deliverect’s Christian Osmundsen

    S2E2: Focusing on quality in a scale-up with Deliverect’s Christian Osmundsen

    This week, Klaus’ conversational experts Niclas & John speak with Christian Osmundsen. As the Global Head of Support at Deliverect, Christian shared his many nuggets of wisdom on support quality, building a strong team, and how not to crash and burn - as well as the most valuable lesson he learned while working at Netflix.

    • 28 min
    S2E1: Overcoming burnout in support with quality guru Ines van Dijk

    S2E1: Overcoming burnout in support with quality guru Ines van Dijk

    Quality Conversations with Klaus returns! Meet your new hosts Niclas & John as they speak with Ines van Dijk. Ines founded her own quality consultation company after many years of working in frontline support at Automattic. She shared her knowledge on how to relieve stress and burnout in customer service, inspire a growth mindset within agents, as well as how to develop a solid quality framework.

    • 25 min
    S1E9: The hyper-specialized future of customer success at Gong

    S1E9: The hyper-specialized future of customer success at Gong

    Our special guest this week is Brandon Latteri, a Customer Success Manager at Gong. Brandon spoke about the hyper-specialized future of customer success, how revenue intelligence can lead to better conversations, and a little about his superpowers. Put some kindling on your fire and settle in!

    • 33 min
    S1E8: Zendesk shares how being seen as a partner by your customers can make a world of difference

    S1E8: Zendesk shares how being seen as a partner by your customers can make a world of difference

    Welcome to another episode of Fireside Chats with Klaus. This week, Valentina sat down with Emilie Robert, who is an Enterprise Customer Success Executive at Zendesk. 

    Within the knowledge-packed 20 minutes, you’ll hear how Emilie managed to maintain warm relationships with her customers despite the pandemic, how being seen as a partner by your customers can make a world of difference, as well as the surprising parallels between film production and customer success. Get cozy and enjoy!

    • 21 min

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