Episode #12- Customer Service Levels – Dr Diederik Gelderman
In this podcast I interview Dr Diderik Gelderman who was travelling with me to San Diego for a conference. Here we talk about our different customer service experiences and discuss how customers are ‘naming and shaming’ on social media – businesses where they have experienced or witnessed poor customer service.
- The difference between customer service levels
- It’s the little things you do that make the difference
- Examples of our experiences with customer service whilst in the San Diego
- Customer experience expectations
- People are talking about your business on social media if you provide poor customer service
- A real life example of one Facebook post of an incident witnessed by a customer that could potentially ruin this business
- Is your customer service just ‘OK’?
- Finding your key ‘moments of truth’
- Book recommendation by Dr Gelderman “Moments of Truth” by Jan Carlzon
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