Crack the Customer Code
About This Show
Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays.
Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.
Most Recent Episode
275: (Tip) Go Negative with Your Training
6 days ago
Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice Do you avoid negativity in customer service training? Pop psychology says negativity in customer service training could be harmful and should be avoided. The idea is that focusing on negative situations begets more negative outcomes. However, real customer service situations don’t always go well. In fact, it’s safe to assume that even with the best teams, something will eventually go wrong or just be poorly executed. We all have bad days! Real life customer service is NOT all unicorns and rainbows.” -Adam Toporek So how can you address the negative possibilities and still have positive overall outcomes with your training initiatives? It’s not an easy question to answer, but Adam has you covered! He has surprising facts, valuable case study insights, and expert advice to share with you. Listen in for tips to help you strike the right balance! Related Content 360Connext® post, How to Unlock Your Outstanding Service Culture for Good Customers That Stick® post, Communication: The Most Important Skill in Customer Service Yes! 50 Scientifically Proven Ways to Be Persuasive Episode 249: How Customer Service Training Goes Wrong We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Develop your customer experience mission