Service First podcast • Fresh insights for customer service leaders: Recent Episodes
Dr. Jason Price
What can you do to improve your organisation's performance and put customer service first?
Dr. Jason Price explores the issues and challenges that stop customer service leaders like you from delivering outstanding customer experiences – and the knowledge you need to achieve better results.
You'll hear advice, hints, tips and guest interviews to help you learn, develop and grow as you transform your organisation's customer experience and operational performance, by putting service first.
Find out more at https://www.priceperrott.com/
Good customer service isn't just about getting big things right, it's about the importance of service quality in every little action that's carried out. The little things add up to making a big impression, so it's your attention to detail in customer service that makes or breaks the customer experience.
In this episode, you'll hear two contrasting stories of how small details add up to customer delight and, conversely, customer dissatisfaction. You'll also hear how a failure to listen to customer feedback leads to increased dissatisfaction and a customer's intention to take their business elsewhere.
You'll learn three lessons you can apply in your organisation, to help you avoid customer dissatisfaction and ensure you're creating a positive customer experience that leaves people wanting to come back and bring you their business time and time again.
• LINKS •
Participate in the discussion on the service first® livestream on YouTube live
Online learning resources from Price Perrott, to help you apply the podcast to improve your own contact centre operation.
Improve your team's customer service skills with micro-learning videos from LearningPlanet
Whilst organisations are increasing their investments in online customer service technologies, customer survey results still indicate a need to do better. What simple methods are there to improve online customer service and support, and deliver better ‘right first time’ service using online channels?
In this episode, you’ll hear case study examples of avoidable online service failure, and how following the ABC of effective online service makes the difference in providing a positive online customer service experience.
That brings improvements in customer satisfaction and first (or early) contact resolution, fewer unnecessary interactions, lower customer stress and builds the trust needed to achieve effective customer channel shift.
• LINKS •
Online learning resources from Price Perrott, to help you apply this podcast to improve your own contact centre operation.
Contact Babel - read the Inner Circle Guide to video and next generation customer contact report (June 2021) and other reports
In this third episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear how Wellington Electricity's online app achieves the goal of moving customers from phone to online service.
What are the factors that persuade customers to use online channels for service delivery, and why does a failure of customer trust have long-lasting behavioural implications?
What is it about human psychology that you need to take into account when designing online customer services?
What are the business case criteria you need to consider in designing for online channel delivery?
You'll take away three key lessons about a successful online customer service experience that you can apply to your own organisation's digital channel delivery.
• LINKS •
Online learning resources from Price Perrott, to help you apply this podcast to improve your own contact centre operation.
Find out more about Wellington Electricity and what they do.
Read who else features in Welp Magazine's list of the 20 best customer service podcasts of 2021.
Watch a performance of The Bangles, Manic Monday
In this second episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear a case study of how a banking fraud team deletes customers' transactions without asking, because their back-office process doesn't allow them to send a secure message.
It's a story of organisational inflexibility and a refusal to learn from a customer complaint, that causes avoidable and unnecessary customer service pain. You'll find out why relationships matter and what to do when your relationship breaks down.
There are four lessons you can learn to avoid making the same mistakes with your own organisation's customer service.
• LINKS •
Online learning resources from Price Perrott, to help you apply this podcast to improve your own contact centre operation.
New South Wales Ombudsman - a guide to apology provides best practice advice on how to apologise properly to customers who've had to complain.
Everything you need to know about Kyle Reese (played by Michael Biehn) in the 1984 James Cameron classic film, The Terminator.
What is good online customer service, and can we improve the multi-channel customer experience? What have the last twenty years of technology advances taught us about making the business case for customer channel-shift more successful?
In this podcast, you’ll hear three things customer service leaders must do to improve multi-channel customer service performance.
We'll navigate a case study customer journey from chatbot to website, through contact centre and e-mail, as two major organisations try to resolve a simple process problem.
• LINKS •
Online learning resources from Price Perrott, to help you apply this podcast in your contact centre operation
2001 A Space Odyssey. HAL and Dave.
https://en.wikipedia.org/wiki/Timeline_of_the_21st_century
• REFERENCES •
Critical channels of choice, 2020. The Chief Marketing Officer Council.
Alcock, T. & Millard, N., 2006. Self-service — but is it good to talk? BT Technology Journal, 24(1), pp.1–9
Zurek, B. et al., 2001. Making self service pay off, Forrester Research
The Inner Circle Guide to Self-Service, ContactBabel: 2014, p16
What changes would you make with 2020 hindsight? This episode has four action steps to help you create your personal, professional and operational development plan for the year, by learning lessons from the past.We’ll talk about what’s been covered in the first ten episodes of the service first® podcast, and how you can use these insights to develop your plans for the year ahead.A new year is a good time to reflect on your progress and personal development, to make sure you’re using experience to stay on track. It’s a time to look forward and tackle what’s coming in the year ahead, guided by the experience of yourself and others.So let’s look forward to creating your plans for the year – and we’ll start by learning from looking back at 2020, with help from the service first® podcast.
If you're in a customer contact centre, there'll be times when call demand increases and you're put under pressure. Lessons learned from experience help you to prepare, so it's essential for customer service leaders to learn from others.In this podcast, you'll hear ten lessons that every contact centre can learn from the Grenfell Inquiry's phase 1 report into operational call handling during the tragedy of the 2017 fire.You don't have to be dealing with emergencies to learn the lessons of this inquiry's findings into systemic issues that you'll find in your call centre.There are lessons here for every customer service leader to learn.• LINKS •View the show notes: https://priceperrott.com/our-thinking/podcast/10-contact-centre-lessons-learned-from-grenfellOnline learning resources: https://priceperrott.com/learning
To improve customer service performance, you’ll need to take action. So what can you learn from the story of Battle of Britain pilot, Wing Commander Jack Rose, that’ll help you improve customer service in the workplace?In the first episode of a series on lessons learned, you'll hear how a decision by Wing Commander Jack Rose showed that good preparation and taking swift action are critical steps for improving service performance.See this episode's show notes at https://www.priceperrott.com/our-thinking/podcast/9-scramble-for-service-improvement
What can you do to make someone’s day in your next call centre customer experience? In this episode, you’ll find out what it was that an AA Insurance call centre advisor did to deliver great customer service – and what the customer did next.You’ll hear five practical tips you can follow to help you make someone’s day – as a call centre leader, a front-line advisor, and as a customer.See this episode's show notes at https://www.priceperrott.com/our-thinking/podcast/8-make-someones-day
Good customer service is important, but is ‘good’ enough to really build customer loyalty? What can you do to take good customer service and make it excellent?In this podcast, you’ll learn three practical ideas that’ll help you turn good service into excellence, and satisfaction into customer delight.
Customer loyalty – that’s when people keep coming back for more because of the customer service experience you deliver. What can you do as a customer service leader to create loyalty from your customers? In this podcast interview, you'll hear how Sandy and Alex Stoddart of Blacks Hotel in Ophir, Central Otago, New Zealand have created a recipe for customer loyalty based on providing unique, quality and innovative customer service experiences. Learn the three lessons that'll help you create customer loyalty, whatever business you're providing customer service in.
As a customer service professional, how can you create a world-class customer experience with every customer interaction you have? In this case study, you'll learn from FedEx Craig about three actions you can take that’ll improve your customer service performance and turn every customer’s experience into a story of customer delight.
Attitude matters – and it’s your customer service attitude that makes a difference to the people you deal with every day. As a leader, your managerial attitude affects employee behaviour – and that affects the customer experience.In this podcast, I’m using a customer service case study to show why managerial and employee attitude is so vital to customer service – and the difference that your leadership behaviour makes.
In this case study of customer service chaos, we’re going to look at how the simple act of buying a washing machine from a national retailer turned into a customer experience nightmare. It’s a story of cascading process failures and avoidable customer pain with lessons for every organisation to learn.
As a customer service leader, you need adaptive leadership styles and leadership qualities when managing change. The ‘stages of concern’ model helps you consider people’s individual needs when you’re leading your teams through change.Dr. Jason Price explains the 6 stages of concern and how to apply this model when you’re making customer-facing change in your organisation.This podcast features in our video: Preparing your teams for life after lockdownhttps://youtu.be/mFJvt6L_4zA
You can't give great customer service in a zoom meeting if customers and colleagues can't hear you!Dr. Jason Price helps you understand how your choice of audio connection affects your video call performance, with audio tests on the typical kit those new to working from home may find themselves with.This podcast supplements part three in Price Perrott's video series - "Lights, Camera, Action! Improving your video conferencing" on YouTube.https://youtu.be/6-NYmDv0-9s