Customer (dis)Service Podcast: Recent Episodes
Nicholas Roberge
The Customer (dis)Service Podcast, hosted by Nicholas Roberge, unveils today's shameful customer service and helps you become the leader of satisfaction in your industry! It highlights the next generation of business, where business owners, executive leaders, and department supervisors will differentiate themselves with an unprecedented level of customer service. By challenging the status quo, the CDP not only analyzes the all-too-common negative experiences that consumers unfortunately endure today, but also provides disruptive procedures, strategies, and best practices that will help set you apart from the herd.
The third time's a charm! I think I'll take a moment to say how much more comfortable I'm becoming with talking into a microphone to nobody. That first episode though, even after countless practice sessions, ouch. Don't remind me.
Today's episode really tackles the three crucial components of change (check out that alliteration right there!) in the workplace - control, consistency, and compromise. If you've ever considered making or have made a substantial change to your department or business, you know that enacting that change can be one of the most crucial and daunting tasks, especially if it involves your company's brand, culture, or team. You're tapping into the uncertainty and possibly relying on analytics or your gut. Regardless, we all sometimes have that little voice of doubt in the back of our heads wondering if this change will accomplish our goal.
In episode three, we discuss these overarching steps to follow during your decision-making process, so that you may feel as comfortable and confident as possible and execute the change to its fullest potential.
We've made it to episode two! I guess this isn't just a fluke after all. I know what you're thinking and yes, today's episode is absolutely better than the last, so get ready.
We've all been in situations where we've accidentally broken a customer's favorite item or discovered some unfortunate news that's hiked up their bill, and we've all asked ourselves that same question, "Now what?" Do I run for the hills and change my name, or do I confront the customer and be as honest and open as possible? Is there a way to transform this situation into a positive one and highlight my customer service, as well as my moral standards? You bet your vase-breaking butt there is.
In episode two, corporate retiree and small business owner, Jerry Fortin highlights the importance of managing customer expectations right from the get-go, and explains why open and honest communication is the most vital piece of establishing trust, loyalty, and appreciation with your customers. No matter what happens, there is always an opportunity to take a series of unfortunate events and turn them into a more favorable outcome.
From paperboy to a boy making paper, Jerry preaches the value of giving back to your community and providing a real story about your brand because it's that personal interaction and connection that incentivizes customers to keep coming back.
Woohoo!!! The Customer (dis)Service Podcast's launch date is finally here! It's been a roller coaster ride getting it going, but hey, Rome wasn't built in a day, am I right?
Have you ever been on the phone with a customer service agent at some company or visited a store and thought to yourself, "What the hell is going on here? How can this business possibly be making any money considering how it treats its customers?" Or maybe, you own a business or are the leader of a department within a larger organization and have discovered the necessity for exceptional customer service, and more importantly, the lack thereof in the world today. Well, you're in the right place!
Both of those realizations, and dozens more, happened to me not too long ago. As I watched my competitors die by their customer disservice, I began to wonder, "How is it that hard to provide an honest and enlightening service to your customers?" Customers are people just like you and me. While I witnessed company after company brag about its unparalleled customer service, only to discover that it was just as awful as the next, I decided it was time for the nonsense to stop and for businesses to be held accountable for their actions. Game on.
This inaugural episode dives into the fundamentals of customer service and disservice and explains exactly what, how, and why customer disservice exists in the world today. So perk up, get ready to witness the fall of shameful customer service in the next era of business, and enjoy the show!