Customer service podcast with Dr. Joseph Michelli
I've just posted my 41-minute interview with best-selling author Dr. Joseph Michelli. He covers customer service at Pike Place Fish Market, Starbucks, and Ritz-Carlton Hotels. (You'll also find it on iTunes. Subscribe to get updates automatically.)You'll hear his take on creating hope and purpose with your employees, why failing to properly orient new employees is "immoral"(!) and how to share your vision with employees. He also covers some specifics about training tools used successfully, like Starbucks' Green Apron book, and the Ritz-Carlton daily lineup.
I thoroughly enjoyed talking with him and think you'll find he offers truly practical advice. His latest book is The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience at Ritz-Carlton Hotels. Enjoy!
Labels: customer service, Dr. Joseph Michelli, employee training
posted by Stephanie Weaver at 6:19 PM
4 Comments:
Really enjoying the podcast! How would these ideas translate to phone experiences, as in when customers call in for support to a company? I'm working with a client to make phone support better (and it could be argued that this isn't always a great experience!)--tips on improving the phone customer service experience?
Hi Heidi,
Thanks for the comment and I'm glad you enjoyed the podcast.
For the definitive source of telephone customer service, I'd read "How to Talk to Customers" by Diane Berenbaum and Tom Larkin. Their company, Communico, does a ton of CS training and it's one of the really good books on telephone CS out there. Tom will be my guest on my live online class on October 14, here's the link: http://bit.ly/3TIctM
Hi Stephanie
Just a quick note to say how useful this PC was - lots of good stuff that can be tweaked to a non profit audience.
Keep em coming
I
Thanks for listening, Ian! He was a great interview. :)
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