What does it take to truly wow your customers—not just once, but consistently? In this episode, Shanenn Bryant is joined by customer service powerhouse Gabrielle Gonzalez for an inspiring deep dive into the leadership mindset behind unforgettable service. Spoiler: it’s not just about scripts or smiles—it’s about empathy, self-belief, and seeing everyone as your customer, including your internal team.
Gabrielle unpacks the hidden power of details, the critical role of vendor relationships, and why your frontline team deserves more than just policies—they deserve empowerment. Whether you're in hospitality, retail, or running a B2B service, this episode will challenge you to rethink what it really means to lead through service and elevate every interaction into a relationship.
In this episode:
Why is empathy more powerful than policy in delivering memorable customer service?
What role self-belief and training play in anticipatory, high-impact service.
The details make or break the customer experience—internally and externally.
How to transform mistakes into opportunities through authentic recovery and connection.
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