In this episode, Reema sits down with Emma Rainville, also known as the Wizard of Ops, to discuss the vital yet often overlooked role of customer support in business growth. Emma shares her expertise on how well-trained customer service agents can boost profitability, enhance customer experience, and foster loyalty. They explore strategies for scaling customer service in small businesses, balancing automation with the human touch, and leveraging operational frameworks to streamline support. Emma provides actionable insights, including effective communication techniques, tools for monitoring performance, and tips for hiring part-time staff. She also shares a powerful success story of a fitness company that scaled from $15M to $100M by prioritizing exceptional customer service.

Emma Rainville is a customer support strategist and operational expert dedicated to helping businesses turn customer service into a growth engine. Known for her practical solutions, Emma offers resources like her podcast, book, and free Visionary Vault to guide businesses toward success. Listeners interested in customer service can visit - seismicwavesupport.com and can visit specialopspodcast.com to check her book and podcast and can also check the free members area for all Emma's resources.