The Business Over Breakfast Podcast
Business
Are your staff passionate about creating loyal customers for your business? Making a lasting impression on clients is important. One way to do this is to provide an outstanding customer experience. Customers expect reliability, but they also search for innovation. So, that’s why today on the Business over Breakfast podcast, Bree and Andrew are discussing customer service and the need to provide both certainty and uncertainty in business.
In this episode, Bree also chats to Cate Schreck who shares her insights on motivating staff to provide the best customer service they possibly can. Cate is the Founder and Managing Director of Lightbulb Training Solutions and the author of The A-Z of Service Excellence. Cate is a highly sought after and inspirational workplace trainer who uses a 6 Step ACTION processto save businesses across Australia time and money by turning on the service excellence lights of frontline employees.
We also discuss things like:
The changing world of customer expectations; it is complicated. The need for customer reliability as well as innovation. Connecting and engaging with customers. The importance of soft skills in customer service. The 6 step ACTION process. How to deal with difficult and angry customers. Motivating staff to do the best they can do. Engaging empathy when dealing with difficult customers. Five tips for managing the need for consistency and inconsistency with customers.Links
The A-Z of Service Excellence
Cate Schreck Website
Cate Schreck LinkedIn
Business over Breakfast Book
Smallville
Bree James Website
Andrew Griffiths Website
Episode 65 - Could speaking to an audience be your businesses secret weapon to growth?
Episode 64 - Are you missing opportunities to sell more to your existing customers?
Episode 63- How prepared are you for the tough financial times that are bound to happen?
Episode 62- The need to recharge
Episode 61- The subscription economy
Episode 60 - The Hipster Apocalypse
Episode 59 - The growing need to run a transparent business.
Episode 58 - A retrospective reflection - the last 10 years
Episode 57 - A deep dive on a very unique company - Patagonia
Episode 56 - Welcome to the new world of customer service.
Episode 55 - How can we all have more fun in our business?
Episode 54 - What fears are holding you back in life and in business?
Episode 53- Mastering the art of saying NO - it’s not as easy as we think.
Episode 52 - The Very Real Challenge of Business Isolation and What we can do About it.
Episode 51- Understanding Energy in Your Business
Episode 50 – Tips from Small Business Owners to Make Yours Grow
Episode 49 – Getting Others Involved in Your Business - Think a Little More Creatively
Episode 48 – Can We Be More Creative When it Comes to Developing New Income Streams?
Epsiode 47 - Confidence and the Role It Plays in Doing Business
Episode 46 - It's Time to Put an End to Those Negative Business Relationships
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