Customer Service Academy
163 episodes - English - Latest episode: 4 days ago - ★★★★★ - 46 ratingsGreat customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and will share strategies and tactics that work in the real world on the front lines of service. Who's ready to IGNITE YOUR SERVICE!
Learn more today at https://www.igniteyourservice.com/comeback. You can also email me at [email protected] or call/text 606-356-7447.
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Episodes
57: Building Collaboration Through the Future of Workplace Design with Barbara Boden
March 26, 2021 16:32 - 26 minutes - 47.8 MBIn this episode, I interview Barbara Boden about the future of the workplace, employee experience, and amenities. Health and safety will dominate the needs of employees in all aspects of their workplace experience Food is heart of all amenities - it is the place where employees gather and know it's okay to slow down to take a break Listen to employees to understand what they need - don't just assume, take the time to find out. Companies will have to win the war for talent in the f...
56: Leadership Lessons From The Justice League Snyder Cut Movie
March 19, 2021 13:27 - 17 minutes - 32.4 MBIn this episode, I talk about leadership lessons from the new Justice League Snyder Cut. 1. Superman teaches us about time management 2. Batman teaches us about making the most of our abilities 3. Wonder Woman teaches us about the power of team building It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches orga...
55: The Power of YES
March 12, 2021 15:59 - 16 minutes - 29.3 MBIn this episode, I talk about the power of positivity and optimism when it comes to saying YES to customers. Say Yes to your team Say Yes to your customers Say Yes to yourself and your family It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach t...
54: Treat Your Team Like Customers and Watch Them Thrive
March 05, 2021 17:15 - 20 minutes - 37.1 MBIn this episode, I share the tactics to treat your team like a customer and use your key CX tactics to improve their experience. Respond quickly Be a valuable resource Reduce their effort Only ask of them what you absolutely need It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVI...
53: Does Your Team Know What's Going On?
February 26, 2021 13:52 - 14 minutes - 27.4 MBIn this episode, I talk about the key tactics for employee engagement and pre-shift huddles Hold your meetings at the same time every day Use them to drive communication and recognition Let others talk and help you host the meeting Don't let these meetings get pushed off your calendar It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regu...
52: Technology That Enables Employees and Delights Guests With Sean Reiter
February 19, 2021 13:00 - 26 minutes - 48.2 MBIn this episode Sean Reiter discusses mobile food ordering, the future of restaurants, and food delivery processes. Eliminating ordering errors builds customer trust Treating delivery employees well will inspire them to deliver a better end-customer experience Create as many avenues as possible for your customers to do business with you Consider the online experience is very different than the paper menu ordering experience Celebrate forward momentum within your business It's...
51: If You Make Things Too Hard for Customers They Will Abandon You
February 12, 2021 18:39 - 15 minutes - 10.8 MBIn this episode, I talk about the 5 tips to make things easier for customers and reduce friction in your business. Eliminate rules that are silly or make processes intentionally difficult Train and empower your agents Take the customer journey Reinforce behaviors with recognition Step into a front line role to understand your service model It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide backgr...
50: Connecting Your Brand Story to Your Customers With Christopher Wallace
February 05, 2021 13:21 - 28 minutes - 19.7 MBIn this episode, Chris Wallace joins us to talk about internal marketing, communication, and brand. Great marketing touches every part of an organization Marketing to your internal team will help them tell your brand story Understanding what your team thinks about your brand will dial in your story telling Peer to peer influence is key in changing behaviors It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Autho...
49: Building Client + Customer Trust During Times of Adversity and Uncertainty
January 29, 2021 14:03 - 18 minutes - 12.4 MBIn this episode, I talk about rebuilding customer and client relationships during times of uncertainty Ask probing questions of your clients Understand that their needs may have changed Work with them to plot a way forward together Implement a customer experience leader in your business It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He r...
48: A Mindful Approach to Transformation With Georgina Miranda
January 22, 2021 13:37 - 33 minutes - 22.7 MBIn this episode, I invite Georgina Miranda into the studio to discuss mindful leadership and transformation. Great organizations make the world a better place through their service People love doing business with companies that make them feel good Behavioral and mindset changes are a core fundamental of creating a desirable workplace culture It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide backg...
47: 5 Powerful Guest Service Phrases
January 15, 2021 18:52 - 16 minutes - 22.6 MBIn this episode, I talk about 5 powerful phrases to help build your customer experience and protect your brand Guest vs Customer Team vs Employee Try vs Do You're Welcome vs No Problem Apologies vs Not My Fault It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his comm...
46: Building Energy and Trust In Your Virtual Call Center With Steve Bederman
January 08, 2021 20:24 - 26 minutes - 35.8 MBIn this episode, I interview Steve Bederman, the CEO of NobelBiz, about success with virtual call center service. Building great team experiences builds great call center experiences Don't make jobs so complicated - make it simple for team members and call agents to take care of customers Hire problem solvers into every part of your organizations to help them keep promises to customers and callers Call center leaders must understand that call center agents are the heart of th...
45: Customers Will Be Less Forgiving in 2021 - Here Are Your New Year's Strategies
January 02, 2021 14:35 - 20 minutes - 27.7 MBIn this episode, I talk about the key customer experience and business trends for 2021: Realistic positivity will help motivate your team to achieve your goals. Health and Safety Measures Must Be In Place, Front and Center, and Have Customer Facing Visibility. Customers Demand To Be More Than Transactions It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and res...
44: The Power of Giving Back With Gratitude
December 26, 2020 14:57 - 12 minutes - 17.3 MBIn this episode, I talk about lessons learned during Boxing Day and the holiday season: Boxing day reminds us to prioritize employee engagement This holiday has taught us the power of value and empathy for customers Your in-store experience will be a key differentiator in 2021 as the coronavirus vaccine rolls out It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retai...
43: Reimagining the Future of the Workplace With Simon Elliot
December 18, 2020 14:10 - 30 minutes - 41.4 MBIn this episode, Simon Elliot from 4xi Global Workplace Consulting and Solutions joins us to discuss the future of work and the workplace. Key points: Consistency and quality are key CX drivers The workplace of the future will be far more dispersed than ever before Workplaces must transform from a place people have to go to a place people want to be The focus will move from real estate to people and building relationships Technology is at the heart of creating seamless experiences ...
42: The Six Canons of Customer Service
December 12, 2020 02:42 - 16 minutes - 22.8 MBIn this episode, I share my SIX CANONS OF CUSTOMER SERIVCE. Smile and Welcome Your Customer Warmly Practice Fantastic Body Language Treat Your Customer as a Cherished Friend Stay Positive and Friendly Make it Easy Thank Your Customer It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE T...
41: Inside Your Customer's Imagination With Chip Bell
December 04, 2020 13:36 - 26 minutes - 36.8 MBIn this episode, Chip Bell joins us in the studio. Chip is the author of Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions. Here are the key points from our discussion: 1. Winning on price is a short term strategy 2. Servant leadership and coaching inspires great customer experiences 3. Partner with your customers to create solutions and products that fit their needs and wants 4. "Be the customer" to und...
40: 5 Steps to Implement Your Customer Experience Strategy
November 27, 2020 16:38 - 15 minutes - 20.6 MBIn this episode, I talk about the process for developing your customer experience strategy. Let's work together to bring a custom workshop to your organization. Develop a strategy by listening to your customers and your team Create training to build service skills with your team Validate success and iterate your program as needed It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background includin...
39: Delivering Safety, Quality, and Hospitality on Black Friday
November 20, 2020 16:17 - 18 minutes - 25.8 MBIn this episode, we discuss Black Friday readiness and emotional connections: Customers want safety, ease, and value this shopping season Black Friday is an opportunity to showcase what is coming soon in the new year Understand your customers' needs and wants to deliver solutions for their problems It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. ...
38: Using Technology to Drive Value for Your Customers With Justin Winter
November 13, 2020 16:06 - 32 minutes - 45.2 MBIn this episode, Justin Winter, CEO of Boostopia, joins us in the studio to discuss customer service and technology. Technology is one piece of a larger customer engagement strategy Artificial Intelligence (AI) is a great way to free up your team from answering the same basic questions, freeing them up to care for customers Starting with your customer's most asked questions will help you dial in your AI experience Qualitative and quantitative measures must be integra...
37: Your Team's Behaviors Will Define Your Reputation
November 06, 2020 15:34 - 17 minutes - 24.2 MBIn this episode, I talk about how to inspire the best behaviors from your team to create exceptional customer experiences: Be clear about expectations Define on stage and off stage Set a great example as a leader It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his co...
36: Healthy Conflict and Relationship Building With Cynthia Blackwell
October 30, 2020 14:00 - 25 minutes - 35.4 MBIn this episode, Cynthia Blackwell steps into the studio to talk about service, leadership, and results: Hire for passion and train the skills Great leaders prioritize developing relationships The best service organizations focus on positive moments People buy from people they respect and trust Healthy conflict and discussion will make you more creative and impactful It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speak...
35: Is Your Customer Service a Horror Show?
October 23, 2020 13:25 - 15 minutes - 20.8 MBIn this episode, we take a Halloween slant and talk about bringing more life to your service. Don't let your team get away with mindless service Harness your team's brain power Move beyond survival to purpose It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common...
34: The Iron Mind Code Success Formula With Dr. Rich Greene
October 17, 2020 12:00 - 34 minutes - 47.1 MBIn this episode, Dr. Rich Greene discusses his Iron Mind Code Success Formula and his leadership strategies. Great customer service makes the repeat sale so much easier Everyone is a leader and must lead by example Make time for your team and show empathy Managing and prioritizing your day is key to managing stress Set proper and realistic expectations and stretch goals It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Sp...
33: A Realistic Approach to Human Resources and Internal Brand With Laura Tolhoek
October 09, 2020 13:56 - 27 minutes - 37.9 MBIn this episode, I welcome Laura Tolhoek into the studio to talk about Human Resources and Internal Employee Brand. Great customer service is about making it easy and offering the occasional surprise and delight Your internal employer brand must match who you say you are as an organization Take care with your applicant experience to be sure you attract the best talent Performance management is about team development and goal setting Your gut will fail you and your systems will save...
32: The Power of Customer Service Week
October 02, 2020 14:23 - 14 minutes - 19.3 MBIt's CUSTOMER SERVICE WEEK! Let's celebrate and bring these great benefits to the organization: Build employee morale Focus on the importance of great customer service Bust down silos and inspire teamwork It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common se...
31: Authentic Customer Communication and Marketing With Jason Wright
September 25, 2020 14:51 - 28 minutes - 39.5 MBIn this episode, I speak with Jason Wright from Intentionally Inspirational about marketing, communication, leadership, and customer service. Understand the steps of your sales process Identify your ideal customer Never forget that your customer lifetime value is key - don't focus on just one interaction Use data to make decisions and don't get emotionally attached to ads that aren't working It's time for the great service comeback! Tony Johnson is a Customer Experience Exp...
30: What Is Your Customer Experience Strategy?
September 18, 2020 14:40 - 16 minutes - 22.6 MBIn this episode, I talk about the 4 Ps of customer experience and how they can help your business win: People, Place Product, and Process People - The "who" of your organization Place - "Where" you meet your customers Product - "What" product of service you offer Process - "How" you get things done and make things easy It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades...
29: How to Supercharge Your Customer Experience
September 11, 2020 13:26 - 14 minutes - 20.5 MBIn this episode, I talk about supercharging your customer experience to grow your sales and market share. Combine executive sponsorship and grassroots pull Tie customer wins to employee training Appoint a Customer Experience Officer (CXO) or Director of Customer Service It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and ...
28: You Can't Improve Your Customer Service Until You Know Your Numbers
September 04, 2020 13:54 - 16 minutes - 22.5 MBIn this episode, I talk about Key Performance Indicators (KPIs) and how you can use them to grow sales and accountability. You must know your Customer Satisfaction and Net Promoter Scores - and share them widely Analyzing verbatim comments is the purest voice of the customer you can get Attach KPIs to performance planning and annual evaluations to ensure leaders focus on those results Include employee engagement scores as a leading indicator of customer experience It's time for t...
27: Optimistic Leadership That Creates Value for Customers and Clients with Mark Gai
August 28, 2020 12:44 - 28 minutes - 38.9 MBNurturing business relationships through storytelling and authenticity. In this episode, I speak with Mark Gai, an expert in the power of leadership and storytelling to create relationship and business results. Surround yourself with positive people who bring value to your organization As a leader, people are always watching us and how we lead Recharge yourself regularly to perform at the highest level Use active listening skills to stay attuned to the business needs of yo...
26: Just Being Nice Isn't Enough - How Execution Drives Experience
August 21, 2020 13:32 - 18 minutes - 24.9 MBIn this episode, we will discuss execution and how it impacts the overall customer and guest experience Details tell a story about your brand Creating a service behaviors model inspires consistent customer experiences Body language and tone of voice are important parts of your service strategy It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. ...
25: Stop Wasting Your Customer Feedback
August 14, 2020 14:35 - 19 minutes - 27 MBIn this episode, I talk about how to hear your customers and put their feedback to great use: Leverage in person interactions Conduct targeted focus groups and intercept surveys Implement a formal VOC survey mechanism including Net Promoter Score Share the information within your business so everyone can help improve the customer experience It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide backgro...
24: 4 Ways to Build an Authentic and Engaging Customer Experience
August 07, 2020 13:20 - 18 minutes - 25.2 MBIn this episode, I talk about the 4 ways to build an authentic, engaging customer experience Experience - Great CX goes beyond service and hospitality to include everything that touches your customers Authenticity - Customers want genuine service moments with personality Personalization - Customers want experiences that feel just for them Technology - Tech that brings value and ease to customers It's time for the great service comeback! Tony Johnson is a Customer Experience...
23: Giving Customers What They Want - A Winning Recipe for Growth
July 31, 2020 16:13 - 16 minutes - 22 MBIn this episode, I take a deeper dive into the Great Service Comeback Framework: Safety, Hospitality, Quality, and Simplicity 1. Customers demand safe and sanitary locations 2. Customers expect hospitality that delivers kindness and personalization 3. Customers rely on you to provide consistent quality 4. Customers prefer experiences that are easy and hassle free It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and ...
22: Leading Teams to Deliver Amazing Guest Experiences With Clint Westbrook
July 24, 2020 11:29 - 32 minutes - 44.8 MBIn this episode, I speak with Clint Westbrook, who has spent time with Disney, Darden Restaurants, and The Wolfgang Puck organization. We discuss: Treating Customers as Guests Having fun at work and being generous with recognition Developing teams to grow Building a reputation of trustworthy leadership It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and re...
21: How Team Experience Inspires Culture and Sales Growth
July 17, 2020 13:17 - 15 minutes - 21.7 MBIn this episode I talk about the benefits of employee engagement. When team experience is prioritized, they: 1. Buy in to the culture 2. Give extra discretionary effort 3. Understand the "why" behind the work 4. Feel a connection to the organizational culture 5. Deliver amazing customer service It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail an...
20: Personalizing Brand and Service With Marketing Leader Charity Bradley
July 10, 2020 12:19 - 29 minutes - 40.3 MBIn this episode, I interview Charity Bradley, marketing leader, about brand and the customer experience. We talk about personalized service, marketing, and digital experience in this evolving economy. Keep these 4 pillars in mind: Hospitality, value, interactions, and service recovery Merchandize well and make sure customers have a great selection from which to choose Everything about a visit impacts the service experience - right down to the bathrooms Are all interactions must be welc...
19: Employee Training Is an Investment in Consistency and Sales Growth
July 03, 2020 11:50 - 17 minutes - 24 MBIn this episode, I discuss employee + team training as a way to build sales and consistency. 1. Training builds confidence in your team 2. Training builds job skills and competence 3. Combine great training with removing hassles for employees, such as ensuring they have the tools they need to do their jobs 4. As a leader, set a great example and model the behaviors you'd like to see from your team It's time for the great service comeback! Tony Johnson is a Customer Exp...
18: Effortless Experiences and Coaching Your Team with Chase Jordan
June 26, 2020 11:30 - 28 minutes - 39.4 MBIn this episode, I interview Chase Jordan, a veteran of the hospitality, retail, and healthcare spaces to get his perspective on service and leadership. Providing Effortless Experiences Training Your Teams Analyzing Customer Feedback Prioritizing time to delivery Watching work flow and customer journey to determine ways to improve customer experience It's time for the great service comeback - Join Chase and me for this eye opening and impactful conversation Tony Johnson ...
17: Fueling Great Service With Team Ownership and Empowerment
June 19, 2020 11:30 - 14 minutes - 20.2 MBIn this episode, I talk about: Tying customer experience to team behaviors Empowering and giving ownership to your team Understanding what your team needs to do their work more effectively The GUEST service model: Greet, Understand, Elevate, Seek Out, and Thank It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches or...
16: Building Relationships, Outcomes, and Caring in Healthcare with Angela Pannuti
June 12, 2020 11:00 - 32 minutes - 44.1 MBIn this episode, I talk about the healthcare marketplace and delivering great patient service (PX). Angela Pannuti is our guest and offers up some impactful points on service and healthcare. Physician's Assistants are the Swiss Army Knives of healthcare Building relationships quickly is a key to driving patient satisfaction and inspiring patients to comply with medical treatment plans Intentional Communication is key to building trust It's time for the great service comeback! ...
15: 3 Ways to Put Customer Service at the Center of Your Business
June 05, 2020 12:00 - 15 minutes - 21.2 MBIn this episode, I talk about the 3 principles to creating a customer focused culture. Bust down silos Set clear expectations Listen to customer and employee feedback and take action on their comments/ideas It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common s...
14: Student Centric Service and Creating Value in Higher Education Featuring Bill Redwine
May 29, 2020 11:30 - 27 minutes - 37.9 MBIn this episode Tony Johnson speaks to Bill Redwine. Bill is a higher education veteran with decades of experience driving student experience and service at Morehead State University. Bill discusses his management by walking around style along with his love of the higher education space. In this episode we discuss community involvement and the potential challenges for colleges and universities across the country. Tony Johnson is a Customer Experience Expert, Keynote Speaker, ...
14: Great Customer Service and Creating Value Featuring Bill Redwine
May 29, 2020 11:30 - 27 minutes - 37.9 MBIn this episode Tony Johnson speaks to Bill Redwine. Bill is a higher education veteran with decades of experience driving student experience and service at Morehead State University. Bill discusses his management by walking around style along with his love of the higher education space. In this episode we discuss community involvement and the potential challenges for colleges and universities across the country. Tony Johnson is a Customer Experience Expert, Keynote Speaker, ...
13: Selecting Teams to Drive Culture and Growth | Customer Service | Leadership
May 22, 2020 13:54 - 20 minutes - 27.4 MBIn this episode, Customer Service Expert and Trainer Tony Johnson discusses how to select the right team for the right roles. This can help build culture and sales growth throughout your organization. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to...
13: Selecting Teams to Drive Culture and Sales Growth with Amazing Customer Service
May 22, 2020 13:54 - 20 minutes - 27.4 MBIn this episode, Customer Service Expert and Trainer Tony Johnson discusses how to select the right team for the right roles. This can help build culture and sales growth throughout your organization. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to...
12: A People First Approach to Service and Leadership Featuring Scott Bauerschmidt
May 15, 2020 12:06 - 27 minutes - 38.4 MBIn this episode, Customer Service Expert and Trainer Tony Johnson speaks with military and retail veteran Scott Bauerschmidt. Scott brings his experience with the military and big box retail to the customer experience - training, people first, and humility are key to his style. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THE...
11: Engaging Your Team For Growth
May 08, 2020 13:08 - 17 minutes - 24.7 MBIn this episode, Customer Service Expert and Trainer Tony Johnson discusses how to engage your team with training, recognition, and communication. Start by selecting a fantastic team and then train them to be amazing. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony...
10: Understanding Your Customers | Customer Service | Leadership Podcast
May 01, 2020 15:00 - 17 minutes - 24 MBIn this episode, Customer Service Expert and Trainer Tony Johnson discusses customer journey, empathy mapping, and understating your customers. Also, Tony will talk about how to be at your best when you are at your busiest. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement...