"Changing 'the doing' by changing 'the viewing'"
Our very special guest today is Maya Mattar. Maya is a people-development professional, educator, and author who has become recognised as an expert in customer services, authoring the bestselling book "Lasting Impressions - The Framework for Consistent Service Delivery".
We have known and worked with Maya for 10+ years since she became an early adopter of the 4Cs Mental Toughness concept in MENA and became the first MTQ master trainer for the region.
Maya believes firmly in a genuine approach to customer service stressing the importance of generosity through serving, it needs to happen from the heart. To do this setting up the right mindset is the only way to achieve excellence.
In this episode, Maya talks about why emotional connections ensure your customers will come back to you, rave about you - become your ambassadors. Rejecting the idea of "one size fits all training, her deeply held philosophy is that customer services need to understand and adapt to the variety of needs of different customers.
This episode finishes on a very practical note born out of Maya's considerable experience. Her 'service PPE' model.
Customer Service matters for all of us. There is 24-carat learning here.
