Shows
The Sales Dojo's Podcast120 Special Episode 113 with Abraham VenismachThis week we chat to Abraham Venismach who has built up a LinkedIn community of over 200,000 members and became a LinkedIn Expert. (Had over 2M views on his posts last year!) Tune in now!2022-03-2543 min
Adversity to Advantage15: How Good Customer Service Changes Everything with Abraham Venismach'The key to everything in life is your will and your imagination'
What an adventure this episode is! A story that spans a childhood in LA with the crips, the bloods, getting robbed daily and struggling to fit in to survive. Moving to Israel alone at 17 and then backpacking through Guatemala, facing bandits head on, his biggest challenge was his business descending into $70,000 in debt with no obvious way out!2018-01-1559 min
Making Excellent Customer the StandardProduct Review: LikeBillions.com, Maximizing Contact Centers ProfitabilityThis week’s podcast is a product review. I interviewed Ami Meoded CEO., http://likebillions.com/ Ami claims his system can maximize contact centers profitability. Tune in and hear for yourself how he backs up his claim..
2015-03-2534 minMaking Excellent Customer the StandardSocial Media – the Future of Customer ServiceWhile the majority of companies use social media for marketing and sales, it can be an even more effective tool for customer service. Today everything has gone ‘social’ and customer service is not an exception. It’s easier than ever for customers to reach companies quickly and solve their problems. Gone are the times when customer couldn't reach a company. Besides an email or a phone call, there are many social channels to connect with the company and solve the problem in no time. Many customers even prefer to contact brands using social media rather than the telephone. This means...2015-03-0430 minMaking Excellent Customer the StandardHow to Join the Customer Service Revolution and Not Be Left Out!This week’s interview is with John DiJulius of http://www.thedijuliusgroup.com/johndijulius/
Has writing a new book. The Customer Service Revolution. http://thedijuliusgroup.com/shop/items/books/1/
When I asked him, “So why is it a revolution?” John replied: “ You know, the past seven years with the ups and downs of the economy and social media, it really has shined a spotlight on the customer experience. As you know ten to fifteen years ago people could get by with average customer service or below average. That’s no longer the case, in the reces...2015-02-2532 minMaking Excellent Customer the StandardCustomer Watch Dog Agency Bites Companies with Bad Customer Service!This week’s interview is with Ehud Peleg, CEO of the Israel Consumer Council, a customer advocacy agency. Ehud gives us a perspective from a Customer Service watchdog perspective.
What do you think he has to say about customer service?
Tune in and find out! 2015-02-1826 minMaking Excellent Customer the StandardCupcake Sprinkles & Customer Service a Secret RevealedThis week’s interview is with Customer Service Guru Dr. Chip Bell author or co-author of seven national best-selling books, shares how to significantly enhance and enrich your customers’ experiences, ramp up customer acquisition, increase deep customer loyalty, and grow your reputation and bottom line.
Bell outlines how today’s customers crave special and unique service much like what sprinkles bring to a cupcake “Customers’ satisfaction with service continues to decline. That’s why a fresh, ingenious approach to the customer experience is more important than ever,” said Bell, who has
served as consultant and/or speaker to s...2015-02-1131 minMaking Excellent Customer the StandardWhat Customer Service Myths do you Believe in?There are assumptions and then there a facts. Seems like that myths are what drive many people to take actions in the wrong direction. But good news for us. This week’s interview with Paul Harts is a Customer Service Myth Buster. Paul loves to take on the assumptions and find the truth about things.
Paul shares some of his ideas and thought about what makes excellent customer service. One of the things he likes to say is “The fastest way to bankruptcy is trying to satisfy all your customers’ needs!”
Interesting statement… tune in to...2015-02-0430 minMaking Excellent Customer the StandardCall Center Success Secrets!This week’s interview is with Marco Houthuijzen - Teamleader Inside Sales Europe at Implant Direct Sybron International and owner of the Linkinedin Group Customer Care Network. Marco is a front line customer service profession with tons of firsthand experience as you will hear!
He shares some of his obervations and ideas that will help you Make Excellent Customer Service your Standard!
Tune in…2015-01-2132 minMaking Excellent Customer the StandardCustomer Service Agent Quits Job and Becomes a Consultant!Have you ever thought about taking your years of frontline customer service experience and becoming a consultant? Meet Errol Allan Expert/Consultant/Trainer/Speaker/Author/Practical Hands-On Experience customer service professional.
Listen how he did it and hear Errol tell you his practical advice on how to make excellent customer service your standard!2015-01-1424 minMaking Excellent Customer the Standardecp-trainingAbraham Venismach's Making Excellent Customer Service the Standard Podcast... Interviews with experts, front line on the job customer service professionals, product reviews and more. To help you make excellent customer service the standard!2015-01-0817 minMaking Excellent Customer the StandardThe Secret to Employee EngagementHow engaged are your employees? According to my guest David Olsen of Recognition Pro studies show that the majority of employees are disengaged! Wow! Why do you think that is and what’s going to change that around?
Tune into this week’s Podcast to find out David’s fascinating solution to the problem.2015-01-0726 minMaking Excellent Customer the StandardAre you Parenting or Managing? 5 ways to tell.Besides learning how to tell of what kind of manager you are or have, employees learn how to tell their manager what you need.
That’s just a taste of a couple of this week’s take away packed put into action right now Making Excellent Customer the Standard Podcast!
Meet Dr. Rosanne the customer service expert known as the "champion for the human" in a high tech world. She has been providing needs assessments and customized, live customer service/people skills' trainings internationally, as well as university certification from Purdue Univer...2014-12-1729 minMaking Excellent Customer the StandardSecrets to the Customer and Employee Experience.For nearly a decade Michel Falcon has devoted his career to the employee and customer experience.
He has worked with and spoken to executives from Verizon Wireless, Tim Hortons, Tangerine Bank, Lexus and many other billion dollar companies to improve their customer and employee experience.
In this podcast, Michel reveals some of his secrets to what it takes to successfully create the best employee and customer experience.
Tune in…2014-12-1026 minMaking Excellent Customer the StandardWOW = WOM the Startup & Small Biz Success FormulaWhere does WOM (Word of Mouth) come from? Excellent customer service! It’s where someone is so impressed with you that they just have to tell everybody!
I had the privilege of interviewing Liam Austin from smalltoday.com a forum for those that are thinking about starting a business or have one and are looking for advice from others that have, “been there, done that!”
I know how it feels to be on my own in business and thinking, “I wish I had someone I could brainstorm with or ask advice from.” So I can apprec...2014-12-0331 minMaking Excellent Customer the StandardDo you Really Care where your Customer Service Rep is from?One of the most amusing things I have experienced in receiving customer service was getting a rep with a “Texas” accent named “Dillon” that kept losing his “Texas” accent when things were getting kinda hot.
The focus of the conversation shifted to “Your name is not Dillon and you aren’t from Texas!” In his defense, He never did say he was from Texas. But I felt betrayed. He then calmly explained to me, that he just wanted to make me feel more comfortable and that his real name was hard for “Gringos” (He didn’t say that exactly, I just use...2014-11-2625 minMaking Excellent Customer the StandardMaking Excellent Customer Service Awesomely SimpleI have been interviewing expert after expert and it seems like they all say the same thing just in their own unique way. They are for sure inspiring and each has a certain charm that can’t be resisted!
As I was looking for more people to interview, I came across this big smiling face of a man. I do have to admit, I am not familiar with all those that are moving and shaking the earth. Perhaps it’s my naivety that gives me the courage to reach out to these larger than life figures.
Y...2014-11-1929 minMaking Excellent Customer the StandardHow to make your whole company a “Customer Service Dept.”This week’s podcast I interviewed Patricio Porras of Service Quality Institute. Patricio is one of those that have come from the ground up. He has gone from delivering excellent customer service to teaching how to deliver excellent customer service.
What’s the key to making excellent customer service the standard according to Patricio?
“Besides having a complete commitment from the top brass, you need a program that changes every 4 months to keep building on what you are learning and keep it fresh and engaging.” Was one of many hints to Patricio’s success strategies.
I l...2014-11-1234 minMaking Excellent Customer the StandardAre your Customer Service Policies Stupid?My guest on this week’s podcast John Tschohl says that two big reasons for poor customer service is that some companies just have plain stupid policies and employees are afraid to make decisions.
I have to admit. I have run into “stupid” policies and customer service reps that are useless more times than I care to share.
It would go something like this:
Customer service rep (CSR) “I’m sorry sir but that is our policy.”
Me, “But that policy makes no sense, can you pass me to a manager please?”
2014-11-0528 minMaking Excellent Customer the StandardRon Kaufman - How do you create Uplifting Service?I had the privilege of interviewing Ron Kaufman who is on a personal mission to uplift the world by helping people learn how to create value for others. Ron has written a book called “Uplifting Service” which he describes in detail how you can create an “uplifting” service culture in your workplace. (He actually announced his new book for this first time anywhere on the podcast! So… I won’t spill the beans here… you’re just going to have to listen to find out about it!)
Ron defines service as “Taking Action to create value for someone e...2014-10-2928 minMaking Excellent Customer the StandardShep Hyken - Always be Amazing!Shep Hyken
WHO IS SHEP?
Customer Service and Experience Expert – Hall of Fame Speaker – New York Times and Wall Street JournalBestselling Author
Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customerand the Wall Street Journal and USA Todaybestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as...2014-10-2128 minMaking Excellent Customer the StandardMeet Wu who brings WOW to Customer Service!
This week’s interview is with frontline customer service professional Sjong Wu. He likes to be called Wu.
When I interviewed Wu he was working at Accenture, a multinational management consulting, technology services, and outsourcing company. It is the world's largest consulting firm as measured by revenues. (Source: http://en.wikipedia.org/wiki/Accenture)
Looks like LinkedIn got a hold of him and no wonder why! Wu puts the WOW to customer service!
It’s always wonderful to interview a frontliner. They are the real thing. Not textbook theory. All the talk a...2014-10-1525 minMaking Excellent Customer the StandardThe Secret to Making Extraordinary Customer Service…The Secret to Making Excellent Extraordinary Customer Service…
Treat others the way you want to be treated! Oh no, not another cliché! Run away!!! Jez Rose the Behavior Expert as he is best known as in the Customer Service, Customer Experience arena is teaching a different approach.
Jez teaches us to “feel” what it’s like to be a customer of the company they work for. Jez points out, “99.9% of the time people that are delivering the service in any organization have not experienced customer service themselves in that organization.”
There are more factors involved...2014-10-0826 minMaking Excellent Customer the StandardWorld Peace through Customer Service!This week’s podcast has an unlikely pair having a friendly conversation. Both from counties and cultures that are thought not to be on friendly terms. One from Israel the other from United Arab Emirates. But for these two there are no borders to taking care of their customers.
“When people focus on service, the borders seem to disappear.” Remarks Abraham Venismach
These borders are more than just those the divide countries. There are borders that divide people and some are so high they are obstacles to success.
When we focus on serv...2014-10-0126 minMaking Excellent Customer the StandardFRONTLINE CUSTOMER SERVICE PROFESSIONALS ROCK!“Wow, if you can put up with me after the way I acted, you are somebody really special! Will you go out with me?”
Many times when we hear about interviews, they are with big name experts and I guarantee you we do have a big names for you. But what about that front line customer service person that the only people that know how great they are is the customer? (And their family and friends!)
These frontline professionals are dealing day in and day out with the challenges in real time and are having to c...2014-09-2432 min
Making Excellent Customer the StandardMaking Excellent Customer Service the StandardAbraham Venismach founder of the LinkedIn group Making Excellent Customer Service the Standard 23K+ members and over 300 new members each week. In this podcast Abraham introduces himself and talks about his exciting new podcast series about Making Excellent Customer Service the Standard.
2014-09-1422 min