This week's guest host is Dave Murray.

The DiJulius Group’s Vice President of Consulting and co-author of The Employee Experience Revolution,  Dave is a master at helping companies create real change that sticks.  He excels at communication and easily bridges the gap between your corporate leaders and front-line team members.  His passion for building ideal environments can lead your team -as it has his previous clients- toward attaining award-winning customer satisfaction, best place to work achievements and record-breaking profits. He has over 30 years of experience in customer service.   His background in the sports and entertainment industry gives him an uncommon understanding of marketplace competition and high expectations.  Unflappable and highly respected, Dave Murray is one of today’s leading customer experience strategists.

This episode was recorded from a webinar.

Learn:

Identify and eliminate the biggest risk factors in your service.

• Negative Cues: Spot and remove cues that create negative perceptions of your brand.
• Service Defects: Fix the most common places where your company drops the ball.
• Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong.
• Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently.
• Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery.

 

Links:

The Customer Service Revolution Podcast

The DiJulius Group

Customer Experience Executive Academy

Employee Experience Executive Academy

Our new best-selling book, The Employee Experience Revolution

 

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