Customer Service Academy

In this episode, I share my 10 Customer Service Rules.  Keep these in mind as you develop your CX strategies and programs.     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com

In this episode, I talk about how to use the Experience Standards to ensure your business grows during the recession.   - Use Customer Experience (CX) as a differentiator   - Keep quality and value in mind as you set prices and offer services   - As you collect feedback, make sure your customers know how you are using their comments to improve service for them     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https:

In this episode, we invite Jess Podgajny into the studio to talk about employee engagement and company brand.   - Personalization is key both in customer and employee experience     - Teams want to feel like what they do each day contributes and has meaning     - Empathetic leadership is key to listening and understanding employee needs, which will drive retention     - Culture is a combination of values and behaviors that create your employer brand to attract great talent       Learn more at: https://www.hellolluna.com/    It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Tr

In this episode, we talk about quiet quitting, the great resignation, and employee ghosting - and what to do about it.   - Employees are pushing back on the idea of doing the work of 3 people and going above and beyond every moment of the day   - Employee retention begins with communicating expectations and performance   - Creating a culture through great training and recognition will help you cultivate employee advocacy and loyalty   - Great employee engagement drives superior business and service outcomes   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out m

In this episode, Simon Elliot and I discuss the future of experience, workplace, and real estate.   -  The best solutions solve problems customer haven't even thought about yet   -  Customer are more comfortable making purchases at arms length, so giving them reasons to come to brick and mortar spaces will be key   -  When you think of workpalce experience as a product, you can turn spaces into places where people choose to be, rather than where they have to be   Learn More:  https://www.4xiconsulting.com/     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to customer engagement.  Tony has spoken to government agencies, universities, travel leaders, and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author |

In this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day.   - Make sure you have an intentional steps of service plan for your team   - Take action on your Voice of the Customer (VOC) information   - The details of your business and website tell a story about your brand and customer focus   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  ht

In this episode, I invite Lauren Schieffer, CSP into the studio to talk about leading with significance.  Great leadership is a catalyst for employee experince, which is a multiplier for amazing customer experiences.   - Great customer journeys begin with communication     - Leading with significance is about how many lives you can touch and influence positively     - Great leaders elevate the results of others throughout the organization     It's time for the great service comeback!   Contacting Lauren: Text "significance" to 411321 to get her whitepaper https://laurenschieffer.com/   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Au

As I head off on my first vacation in over a year, I want to share the power of unplugging, unwinding, and dreaming.  Take your vacation time and use it to drive business results.   Vacation is great for your health and mental health Getting away makes you more creative Taking time off makes you a better leader and more productive.   Take some time for yourself today - it's time for your comeback.       Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  http

In this episode, I welcome Heenle Turner into the studio to talk about people, employee experience, and retention.   - Great customer experiences are personalized and don't feel cookie cutter     - Leaders often struggle to have uncomfortable conversations, but that is a key to improving performance and communication     - When you have a team of 5 start employees they will recruit more great talent for you     - Transparency and flexibility are the key attributes of employers of choice   Hhttps://www.5staremployees.com/   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer

We can learn so much from our Founding Fathers when it comes to leadership - particulalry from John Adams. Remember that great leadership fuels great employee experiences, which inspires hospitality and customer experience.   - Believe deeply in your values   - Be passionate   - Value your family   - Beware jealousy and workplace politics     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceR

In this episode, I welcome Dustin Dale into the studio to discuss leadership and service.   - The best customer experiences are transparent and straightforward   - Great communicators tailor their messages to their employees to drive understanding   - If you want to improve your recruitment and retention you must dig into what is causing people to leave   - The pandemic shifted our mindset into more of a me focus rather than a team focus   It's time for the great service comeback!     Visit Dustin:  https://www.beyondeveryhorizon.com/ Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources a

In this episode, I talk about protecting the customer + guest experience, even when you are short staffed.   - Protect your team experience   - Lean into tech   - All hands on deck   - Focus on high value products, services, and customers   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Fac

In this episode, I welcome Dane Espegard into the studio.   - The best service ensures that customers feel heard at every turn     - Shooting for progress rather than perfection is a key way to focus on continuous improvement     - Stretch goals are great ways to move beyond what we think of as possible     - Taking the time to dream helps elicit passion and big ideas (and small important ones)     https://daneespegard.com/   https://daneespegard.com/freegift/   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools:

In this episode I want to extend the deepest and truest gratitude for those who served and sacrificed on this Memorial Day Weekend.   Thank you.   What can we learn?   - Appreciation Matters   - Leadership Matters   - Training Matters   - Dedication Matters   It's time for your service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.c

In this episode, I speak with Laurie Sudbrink about engaging, retaining, and maximizing employee performance.     Are you putting your employees first so they are enabled to serve customers? Constructive feedback and performance management go best when you start with a positive intent Communicate how each individual contributes to the mission and vision Great onboarding is about connection and reaching out before day one Visit Laurie at:  https://www.lauriesudbrink.com/   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Traini

In this episode, I share the leadership lessons we can learn from Harry Potter and how to bring to life in your daily work.   - Managerial Courage Matters   - Optimism is an attractive leadership leadership trait   - Teams want to work for leaders with great character   - You can't lead alone - it takes a team   - Take the time build relationships   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/S

This episode is #100.       In this episode I share:   - The top five listener episodes   - My favorite episodes   - Lessons learned over the last 100 episodes   - The consulting journey   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Mu

Building teams with resilience, flexibility, positivity, and kindness   In this episode, I invite Jodie Jansen into the studio to talk about customers success and loyalty.   - Understand why customers need technology - or any product   - Great relationships are fueled by accountability on both sides   - Customer health is an indicator of growth   - Internally being crystal clear about expectations and responsibilities   - Push your team to know the "why" behind the work   - Use your own technology or software to understand your customer's journey and potential friction points   It's time for the great service comeback!   Here are the links that Jodie shared: https://www.mediafly.com/ jjansen@mediafly.com     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to g

In this episode, I talk about the 5 customer and employee experience guidelines.  These will enable your team to deliver amazing service for your customers, guests, and consumers - and lead to increased loyalty and revenue.   - Safety     - Hospitality     - Quality     - Simplicity     - Inclusivity   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.co

In this episode, I invite Mouli Chandramouli of Zan Compute into the studio to discuss technology, innovation, and customer focus.   - Great customer experience is about solving real world problems     - When deploying technology solutions pre-planning is crucial to success and ease of use     - Make sure that your customers truly understand how to use your products for maximum benefit     Learn More About Zan Compute:  https://www.zancompute.com/   Support@zancompute.com   cmouli@zancompute.com     It's time for the great service comeback!     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my