Customer Service Academy

In this episode, I talk about the keys to creating a world class training program for your customer experience. Start with the end in mind Focus on behaviors Design content for all learning styles Recognize and celebrate those who perform well after training 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.ti

In this episode, I interview the dynamic duo at AmFund about creating amazing donor and member experiences: Set expectations through clear communication Sharing the "why" and the mission makes membership and giving meaningful When donors feel included in the successes it gives their donations value Ask donors why they give and what success looks like for them Find ways to emotionally connect with your donors to deepen 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.igniteyourservic

In this episode, I talk about the 7 pieces of providing amazing customer experiences for your clients and customers. Safety Service Urgency Execution Memories Expectation Inclusiveness   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

In this episode, I talk to Peter Roles of 4xi Consulting about the challenges of employee engagement and delivering quality in remote locations. Staff in a remote location are looking for a satisfying meal, comfortable lodging, and clean uniforms to help fuel their work. Leveraging technology in the field is a fantastic way to keep teams connected to their families - which is important to their overall mindset Supply chain is crucial to delivering services within the remote site environment Even the smallest special events can motivate employees Community connectivity matters to ensure you mesh well in the local environment   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

In this episode, I talk about the importance of communication in today's service environment. 1.  Great communication is needed both with your teams and your guests, clients, and consumers. 2.  With so many people being cooped up for so long during the pandemic, people have forgotten how to relate to one another 3.  The fundamentals of body language, positivity, and relationship building will continue to help you build trust and loyalty.   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

In this episode, I interview Bennett Bennett from Mashgin about technology, deployment, and customer self service:   - Educating customer is  key to removing the mystery from technology and empowering users   - Infrastructure must be a consideration of any organizational improvements, including technology   - Self service is about providing options - so ensure that customers have a path that makes sense for them   - Enabling self service frees up employees for higher value tasks, such as guest engagement and stocking shelves   It's time for the great service comeback!   bennett@mashgin.com   blog.mashgin.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.   To

In this episode, I talk about how to tour your locations and take action to coach your team in the moment You can't lead your team from your office You have to walk your locations and tour with purpose Make sure your team is in the right roles at the right time in the right place   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/

In this episode, I discuss the importance of tradition and the leadership lessons we can learn from our founding fathers. The 4th of July teaches us the power of ritual and culture, as well as the inspirational leadership of John Adams. -Be passionate -Know what you stand for -Beware jealously -Value Family   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.insta

In this episode, Howard Tiersky joins us to discuss digital customer experiences: Understanding what you customers is trying to accomplish is the best place to start.  To enable hyper-convenience in digital, you must push back on those who say processes can't be simplified  The pandemic has advanced the work-from-home strategy for most organizations as well as telehealth applications Observing customers using your technology from their point of view is one of the best ways to get direct feedback 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

It is easy to make excuses about why you aren't attracting and retaining talent.  But have you really examined your employee experience and leadership behaviors? In this episode we discuss how safety, hospitality, quality, simplicity, and inclusivity can be turned inward on your teams to inspire them to care for customers and stay with your organization. https://www.igniteyourservice.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.youtube.com/c/Recipefor

Over a lifetime of leadership in large and diverse organizations, I've established a foundation of CX culture.  The bedrock of your customer experience must be based upon: -Service Success -Leadership Success -Team Success -Executional 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.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL

Let's talk about your customer experience strategy - How can teach and empower your team to deliver on your vision? Create a customer journey framework Train behavioral steps of service Agree on shared commitments Empower to deliver service recovery   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.co

In this episode, I talk about the 3 reasons why you should have a Customer Experience Officer in your organization. They are experts at busting down silos They keep the focus on the customer They can champion the strategic and the tactical at the same time   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.ti

In this episode, I talk to marketing expert Stephanie Hoskins of Good-Intents Marketing. Answer questions for customers before they even know they have them It's not about what you have to sell, it's what your customers need Now is the time to make your donors feel extra special Personalize your gratitude with hand written and customized notes (sent through the mail) Don't be afraid to segment your data and speak to your different personas individually through marketing   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 T

In this episode, I talk about the STEERS model of Leadership:   Leadership is an everyday activity Selecting the right team is about attitude and culture Engage teams through recognition and communication Sustain results through validation   https://www.igniteyourservice.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.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Ti

In this episode Jeremy Parker from Swag.com joins us to talk about marketing, promotion, and e-commerce. Taking ownership for the customer experience (both good and bad) is key Being customer obsessed helps keep the customer at the forefront of everything the company does Marketing gamification highlights your brand and makes the buying process engaging for customers Make the buying process simple and look at the process from the customer's point of view Automation is the next step in online purchasing Visit us at https://www.igniteyourservice.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 Servic

In this episode, I talk about the 5 ways you may have adapted service for your customers that they will expect you to keep post pandemic. You can get the huddle communication tool free here:  https://www.igniteyourservice.com/huddle Health and safety standards Easy cancellations and changes Virtual solutions "Just for me" service Pick up, delivery, and mobile   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 I discuss the best ways to hear and engage your teams for success: -Employee Surveys -Town Hall Meetings -Employee Net Promoter Scores -Sharing results with employees   Get the free huddle form:  https://www.igniteyourservice.com/huddle Get the Free Employee Engagement Worksheet:  https://www.igniteyourservice.com/coaching   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/ServiceRec

In this episode, I talk about how leadership curiosity can help you understand employee and customer experiences in your business. 1.  Ask Lots of Questions 2.  Don't play "gotcha" 3.  Show genuine curiosity in others 4.  Hone your BS meter   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/ F

In this episode, I interview Barbara Boden about the future of the workplace, employee experience, and amenities. Health and safety will dominate the needs of employees in all aspects of their workplace experience Food is heart of all amenities - it is the place where employees gather and know it's okay to slow down to take a break Listen to employees to understand what they need - don't just assume, take the time to find out. Companies will have to win the war for talent in the future as the economy continues to restart   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 | S