199: Creating a Zero-Risk Customer Experience

Customer Service Revolution

summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty. takeaways

• Zero risk means making it easy for customers to do business.
• Companies can screw up but must make it right.
• Anticipating where service failures occur is crucial.
• Empowering employees leads to better customer satisfaction.
• Training should focus on common service failure points.
• Listening to customers is key to resolving complaints.
• Service recovery can enhance customer loyalty.
• Celebrating employee successes in customer service is important.
• Feedback from customers should be documented and analyzed.
• Understanding customer needs goes beyond their literal questions.

Chapters

00:00Introduction to Customer Service Excellence 02:15Understanding Zero Risk Companies 05:51Identifying Common Service Failures 12:21Empowering Employees for Customer Satisfaction 16:03Implementing Effective Recovery Strategies 21:44Learning from Customer Feedback and Complaints

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John DiJulius is considered "The Authority" on customer experience. His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more. His real life stories are lessons long remembered by attendees. Learn more about John and how to book him for your next event at: https://johndijulius.com/

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