Sign up to save your podcasts
Or
Share Creating a Great Customer Service Experience with Expert, Laurie Guest
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
Creating a Great Customer Service Experience with Expert, Laurie Guest
In this episode, Roxanne engages in a captivating conversation with Laurie Guest, a customer service expert. They delve into Laurie's unique journey and her book "10¢ Decision How Small Changes Pays Off Big". The duo discuss the critical role of customer service training, leadership, and metrics in business improvement, and address challenges faced by middle managers.
With all of the options in today’s market, great customer service is a valuable commodity. On this episode of Authentic Living with Roxanne, we welcome Laurie Guest who will share her experience and strategies on how to keep your customers happy and feeling well cared for.
An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to-resource” for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement.
Authentic Touch Points:
My journey to create excellence in customer service. 2:00
How connection helps keep customers happy. 4:45
Why my book is written to both leaders and team members. 7:10
My A-HA moment. 11:50
Customer service training needs to be an ongoing process. 17:15
The “layers” of customer service. 19:10
Questions for leaders to consider. 28:20
Laurie’s latest book is The 10¢ Decision: How Small Change Pays Off Big, presenting her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences. Laurie made it a "flip" book with half the book written for leaders and half the book written for team members.
Laurie is a wife, mother, golfer, board game lover, autograph collector, sea glass gatherer, metal detecting fan, geocaching hobbyist and Netflix binge watcher.
I encourage you to reach out at any time with thoughts or questions. Click here to contact me at your convenience.
Thanks! Roxanne
Links:
Laurie’s website: https://laurieguest.com
Laurie's Book: https://www.tencentdecision.com Use code PODCAST for a 20% discount when ordering book.
Roxanne’s LinkedIn profile:https://www.linkedin.com/in/roxannederhodge/
Roxanne’s email: [email protected]
Chat with Roxanne: https://roxannederhodge.com/chat/
Roxanne’s previous podcasts: https://roxannederhodge.com/blog/
(0:00) Introduction and Guest Introduction: Laurie Guest
(1:27) Laurie's Background and Journey in Customer Service
(6:57) Laurie's Book Discussion: "10¢ Decision How Small Changes Pays Off Big"
(13:34) Importance of Customer Service Training in Businesses
(19:16) Role of Leadership and Middle Managers in a Company
(24:32) Challenges Faced by Middle Managers and Tips for Improvement
(28:09) Identifying and Addressing Problems within an Organization
(30:54) Role of Metrics in Improving Customer Interactions
(32:52) Contact Information for Laurie Guest
(34:15) Closing Remarks and Contact Information for Roxanne Derhodge
View all episodes
By Roxanne Derhodge
4.5
66 ratings
In this episode, Roxanne engages in a captivating conversation with Laurie Guest, a customer service expert. They delve into Laurie's unique journey and her book "10¢ Decision How Small Changes Pays Off Big". The duo discuss the critical role of customer service training, leadership, and metrics in business improvement, and address challenges faced by middle managers.
With all of the options in today’s market, great customer service is a valuable commodity. On this episode of Authentic Living with Roxanne, we welcome Laurie Guest who will share her experience and strategies on how to keep your customers happy and feeling well cared for.
An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to-resource” for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement.
Authentic Touch Points:
My journey to create excellence in customer service. 2:00
How connection helps keep customers happy. 4:45
Why my book is written to both leaders and team members. 7:10
My A-HA moment. 11:50
Customer service training needs to be an ongoing process. 17:15
The “layers” of customer service. 19:10
Questions for leaders to consider. 28:20
Laurie’s latest book is The 10¢ Decision: How Small Change Pays Off Big, presenting her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences. Laurie made it a "flip" book with half the book written for leaders and half the book written for team members.
Laurie is a wife, mother, golfer, board game lover, autograph collector, sea glass gatherer, metal detecting fan, geocaching hobbyist and Netflix binge watcher.
I encourage you to reach out at any time with thoughts or questions. Click here to contact me at your convenience.
Thanks! Roxanne
Links:
Laurie’s website: https://laurieguest.com
Laurie's Book: https://www.tencentdecision.com Use code PODCAST for a 20% discount when ordering book.
Roxanne’s LinkedIn profile:https://www.linkedin.com/in/roxannederhodge/
Roxanne’s email: [email protected]
Chat with Roxanne: https://roxannederhodge.com/chat/
Roxanne’s previous podcasts: https://roxannederhodge.com/blog/
(0:00) Introduction and Guest Introduction: Laurie Guest
(1:27) Laurie's Background and Journey in Customer Service
(6:57) Laurie's Book Discussion: "10¢ Decision How Small Changes Pays Off Big"
(13:34) Importance of Customer Service Training in Businesses
(19:16) Role of Leadership and Middle Managers in a Company
(24:32) Challenges Faced by Middle Managers and Tips for Improvement
(28:09) Identifying and Addressing Problems within an Organization
(30:54) Role of Metrics in Improving Customer Interactions
(32:52) Contact Information for Laurie Guest
(34:15) Closing Remarks and Contact Information for Roxanne Derhodge