Aug 8, 2019
Gina, Rachel and Keith are going rogue again!
Customer service horror stories. We've all got them. Some of us may have created a few. Some of us entrepreneurs, managers, business owners have to prevent them and diffuse them.
Gina, Rachel and Keith share some of their worst customer experiences and derive the lessons from the shitshows. Is your customer service philosophy by the book or do whatever it takes? What are the unintended consequences and hidden impacts of a bad customer experience?
Please hold while we connect you with a customer representative. You've been warned!
On today’s podcast...
00:01 - Rachel is recording her audiobook and everyone is about to go to jail
2:29 - When a reservation really isn't a reservation
5:00 - When a holiday really isn't a holiday
10:00 - If employees aren't empowered, they will react from fear
14:33 - Companies with "do whatever it takes" customer service cultures
18:35 - The customer doesn't care what you can't do
22:30 - Dealing with angry customers
26:00 - The negative impact of customer confrontation
31:30 - Preparing your employees for the worst of humanity...I mean...customers.
35:21 - #MomTips by Gina
40:23 - Customer service for people who aren't used to customers
More about Gina
Gina Trimarco is CEO/Founder of Pivot10 Results (training and strategy company) and Carolina Improv Company (comedy club and school). She has 25+ years of experience in marketing, sales, operations and people training. Gina combines street smarts and improv comedy skills with her experience in the corporate and entrepreneurial worlds, which sets her apart from her competition. A true Chicago city girl, her much older father trained her in sales starting at the age of 10, working in flea markets.
More about Rachel
Rachel Pitts is a Mom, Realtor, Author, and Creator of The Closing Curve, a new real estate software focused on enhancing the buyer experience. With a background in show business, her motto is: Entertain. Inform. Inspire. Find Rachel on social media as RachelonRealEstate, at www.rachelonrealestate.com and www.theclosingcurve.com and pick up her book, The Gift of Wreckage on Amazon
More about Keith Walters
As Managing Principal of Walters Dev Group, LLC, Keith currently assists companies via board and advisory roles. Keith has spent more than 30 years using a strong entrepreneurial focus to lead, advise and grow very successful businesses. His focus on operational excellence brings stability into organizations he leads and guides. Through a unique management system focused on company growth and strong culture development Keith helps build businesses that are true talent magnets.
Women Your Mother Warned You About™ is part of the Sell or Die Podcast Network. Check out these other amazing SORD podcasts.