Customer Service Academy
- Autor: Vários
- Narrador: Vários
- Editor: Podcast
- Duración: 38:38:16
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Sinopsis
Welcome to Tony Johnson's Cust Serv Nation! Join Tony Johnson for a deep dive into Customer service best practices drive excellence.
Episodios
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96: Do You Understand Your Customers or Just Think You Do?
13/03/2022 Duración: 17minIn this episode, we dive into the fundamentals of understanding your customers and acting on feedback: - Ask questions of those who love your business and those who have left you - Engage your employees to find out what customers are saying - Remember every customer comes with Problems, Wants, and Emotions - solving them is paramount to success 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.c
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95: Creating High Performing Teams Who Provide Amazing Customer Experiences With Emily Ransone
01/03/2022 Duración: 30minIn this episode, we welcome Emily Ransone into the studio to talk about communication and engagement. - Customer Service is very much about listening - Understand yourself first to lead your team more effectively - Learn if you are a Driver, Expressive, Analytical, or Amiable - Interview for your core values when hiring talent https://growthjunkiesunite.com/ You can reach Emily at efransone@gmail.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 Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.yo
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94: Your Employees Probably Hate Your Training and What To Do About It
18/02/2022 Duración: 24minLet's talk about how to utilize training to empower your team to deliver great customer experiences and build loyalty: - Start with the goal in mind - what do you want them to remember? - Presentations must be story telling driven and engaging -Use great video content to scale information 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 Visit 4xi Consulting at: https://www.4xiconsulting.com/ Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://
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93: Creating Value for Clients to Grow Long Term Relationships With Simon Elliot and Ed Snowden
04/02/2022 Duración: 30minIn this episode, I welcome Simon Elliot and Ed Snowden from 4xi Global Consulting and Solutions into the studio. They are the co-authors of the True North Strategic Partnership Strategy. Partnerships must be a journey together Relationships should be mutually beneficial Building value is ongoing an commitment to your client's success and what is valuable for them A huge danger of long term relationships is complacency and honest self reflection can help combat that It's time for the great service comeback! Learn More: https://www.4xiconsulting.com/truenorth 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 | Speak
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92: Remote Strategies That Drive CX Success and Employee Engagement With Tim Mobley
24/01/2022 Duración: 26minIn this episode, I interview Tim Mobley about remote teams and fractional work. Great brands know what they are trying to achieve and how they are going to get there Outsourcing is a great way to remain focused on your core competencies Clear, focused deliverables leads to great results with outsourcing Performance management must be objective to be impactful 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:
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91: What Value Do You Bring To Your Customers?
16/01/2022 Duración: 15minIn this episode, I talk about understanding your customers and your organization to bring the best value to those you serve. What problem do you solve? Why should your customers care? How will you communicate your value? 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:
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90: Building Strong Teams With a Customer Focus With Janet Fouts
08/01/2022 Duración: 22minIn this episode, I welcome Janet Fouts into the studio to talk about employee engagement, service, and culture. Everything we do as a leader is about bringing the team together Focus on finding your teams strengths Pausing and listening are cornerstones of creating a conscious culture When managing remote teams, focus on connection and productivity rather than what hours they are working Learn more about Janet at https://janetfouts.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 Training Tools: Web: https://www.igniteyour
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89: What Your Customers Want In 2022
01/01/2022 Duración: 20minIn this episode, I discuss how to own the customer experience and beat your competition in 2022. 1. People are the priority 2. Work through supply chain issues 3. Make customers feel a familiar experience 4. Shore up your digital accessibility 5. Take action, don't just talk about it 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/r
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88: Are You Listening to Your Customers and Acting On Your VOC Data?
17/12/2021 Duración: 22minIn this episode, I will share my approach to customer data, feedback, and action 1. Front line managers need quick access to real-time data 2. Don't neglect customer verbatim comments 3. Taking action on what you hear will take a disciplined and intentional approach to execution 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/
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87: Technology That Improves Employee + Occupant Experience With Junaith Shahabdeen and Sri Sridharan
05/12/2021 Duración: 29minIn this episode, we speak to the team at Zan Compute about how they are using technology to make the lives of employees, building occupants, and visitors better (and safer) through their innovative technology. Understand the pain points and provide the right solutions for your customers and clients The best technology enables users while being flexible enough to meet their needs Clean and safe environments are the number one priority to returning employees and visitors Validation and seamless integration will be important uses for evolving tech within building operations Successful businesses take the time to learn their marketplace and stay informed https://www.zancompute.com/ sales@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 Cust
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86: What Thanksgiving Teaches Us About Customer Service
21/11/2021 Duración: 20minHappy Thanksgiving! In this episode I share the top things we can learn from the first Thanksgiving (and the holiday in general) to make your life better and grow your business 1. Now is the time to reach out and deepen relationships 2. Innovate in the spirit of adaptability and creativity 3. Re-dedicate yourself to gratitude and the celebration of successes at work and in your life 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/Recipeforse
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85: Retaining Customers and Developing Relationships With Ed Snowden
13/11/2021 Duración: 29minIn this episode, I interview Ed Snowden, executive sales leader, about cultivating and retaining customers and clients. Listening to your clients will help you understand their unmet needs and how you can help them. You must be able to simply articulate your vision and value you bring to your customers and clients You must bring likeability and credibility to the sales process to be successful Offering proof points about successes and ROI will help you showcase your value to drive retention Contact Ed at 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 and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | A
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84: Creating a Culture of Intentional Hospitality
06/11/2021 Duración: 17minIn this episode, I talk about how to be intentional with your hospitality strategy and execute it across your organization. 1. Lead with "yes" 2. Engage with empathy 3. Accelerate behaviors 4. Celebrate the win 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.fa
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83: Acquiring and Keeping Customers Through Impactful Marketing With Raul Galera
29/10/2021 Duración: 26minIn this episode, Raul Galera joins us to discuss marketing and referrals. Your front line employees are the face of your organization People want to share recommendations with friends and family to be helpful Start with your customer in mind and a clear post-purchase path If you recommend a product or service you are putting your name on the line Referral and affiliate marketing can help you reduce your customer acquisition costs 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.
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82: Why Great Service Grows Sales
19/10/2021 Duración: 20minIn this episode, I talk about the 3 ways great customer experience can fuel your growth: Happy customers spend more Satisfied customers will recommend you Retaining customers is cheaper than finding new ones 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.
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81: What Haunted Houses Teach Us About Customer Experience
11/10/2021 Duración: 19minIn this episode, I share how Halloween Horror Nights at Universal Studios hit all the right notes for CX this season. Amazing Details Seamless Customer Journey Prioritizing Safety Sales Building Opportunities 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.faceboo
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80: Understanding Your Priorities and Commitments With Garland Vance
02/10/2021 Duración: 28minGreat leaders maximize their time and put that time to great use within their businesses. You have to begin by committing to remove or delegate away tasks that sap time and energy Understand when to say no in your life and business (not to your guests) Understand that you can't continuously chase "more" in your life Visit https://www.killbusy.com/ for a copy of Garland's book. 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/Recipefo
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79: Are You Ready For Customer Service Week?
27/09/2021 Duración: 18minIn this episode, I will share tips for maximizing the impact of Customer Service Week. CX week is the first week of October and CX day is October 5. - Keep it simple - Create company wide awareness - Make it memorable through storytelling 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/ Fa
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78: Don’t Hire Your Customer Experience Leader Until You Hear This
20/09/2021 Duración: 17minNo matter what title you give your CX leader, here are the best tips to recruit and select the right person. Invest in the right person in terms of salary, level of authority, and cultural fit Select a CX professional who has spent time in operations and leading teams Choose a leader who understands that results matter and feels responsible for deployment and ROI 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: h
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77: Labor Day Is a Time to Celebrate Your Teams - Don't Waste It
04/09/2021 Duración: 15minLabor day is the time to ensure your team feels celebrated and enabled. Communication will drive understanding Training enables execution Recognition reinforces behaviors 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://ww