Customer Service Academy

In this episode, I talk about gratitude and moving on from excuses in the new year.  Happy Thanksgiving to you all!   - This is an amazing time to show gratitude to your customers, employees, and your family   - Small gestures, like giving away a turkey, still have value when coupled with a robsut recognition program   - As we move into new year, dump the excuses about why something can't be done...

In this episode, I talk about the 3 principles to creating a customer focused culture.    - Great companies reduce gap between expectations and realty when it comes to customer service   - You can create raving fans by adding value and connections with customers before and after the sale   - When you deliver on your promise consistently and honestly, you will build trust with your customers   - Mi...

This week I share what I learned about price, value, and buying preferences from Universal Studios Orlando's Halloween Horror Nights.   - They are transparent about pricing and what you get for each level   - They compare each level and make it easy to understand what you are purchasing   - They live up to their commitments and deliver (mostly) on their promise for the RIP Experience.     It's tim...

In this episode, I share a bit about the current state of customer service in the market, particularly with Disney here in Central Florida.  I also share my proven method of service recovery and issue resolution.   - Listen and Empathize with your customers when there is a probelm   - Empathize and Aplogize or Acknoledge the problem   - Resolve the issue and Notify leadership so that the solution...

In this episode, I share my 10 Customer Service Rules.  Keep these in mind as you develop your CX strategies and programs.     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...

In this episode, I talk about how to use the Experience Standards to ensure your business grows during the recession.   - Use Customer Experience (CX) as a differentiator   - Keep quality and value in mind as you set prices and offer services   - As you collect feedback, make sure your customers know how you are using their comments to improve service for them     It's time for the great service c...

In this episode, we invite Jess Podgajny into the studio to talk about employee engagement and company brand.   - Personalization is key both in customer and employee experience     - Teams want to feel like what they do each day contributes and has meaning     - Empathetic leadership is key to listening and understanding employee needs, which will drive retention     - Culture is a combination of...

In this episode, we talk about quiet quitting, the great resignation, and employee ghosting - and what to do about it.   - Employees are pushing back on the idea of doing the work of 3 people and going above and beyond every moment of the day   - Employee retention begins with communicating expectations and performance   - Creating a culture through great training and recognition will help you cul...

In this episode, Simon Elliot and I discuss the future of experience, workplace, and real estate.   -  The best solutions solve problems customer haven't even thought about yet   -  Customer are more comfortable making purchases at arms length, so giving them reasons to come to brick and mortar spaces will be key   -  When you think of workpalce experience as a product, you can turn spaces into pl...

In this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day.   - Make sure you have an intentional steps of service plan for your team   - Take action on your Voice of the Customer (VOC) information   - The details of your business and website tell a story about your brand and customer focus   It's time for the great servi...

In this episode, I invite Lauren Schieffer, CSP into the studio to talk about leading with significance.  Great leadership is a catalyst for employee experince, which is a multiplier for amazing customer experiences.   - Great customer journeys begin with communication     - Leading with significance is about how many lives you can touch and influence positively     - Great leaders elevate the res...

As I head off on my first vacation in over a year, I want to share the power of unplugging, unwinding, and dreaming.  Take your vacation time and use it to drive business results.   - Vacation is great for your health and mental health - Getting away makes you more creative - Taking time off makes you a better leader and more productive.   Take some time for yourself today - it's time for your com...

In this episode, I welcome Heenle Turner into the studio to talk about people, employee experience, and retention.   - Great customer experiences are personalized and don't feel cookie cutter     - Leaders often struggle to have uncomfortable conversations, but that is a key to improving performance and communication     - When you have a team of 5 start employees they will recruit more great tale...

We can learn so much from our Founding Fathers when it comes to leadership - particulalry from John Adams. Remember that great leadership fuels great employee experiences, which inspires hospitality and customer experience.   - Believe deeply in your values   - Be passionate   - Value your family   - Beware jealousy and workplace politics     It's time for the great service comeback!   Tony Johnso...

In this episode, I welcome Dustin Dale into the studio to discuss leadership and service.   - The best customer experiences are transparent and straightforward   - Great communicators tailor their messages to their employees to drive understanding   - If you want to improve your recruitment and retention you must dig into what is causing people to leave   - The pandemic shifted our mindset into mo...

In this episode, I talk about protecting the customer + guest experience, even when you are short staffed.   - Protect your team experience   - Lean into tech   - All hands on deck   - Focus on high value products, services, and customers   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 this episode, I welcome Dane Espegard into the studio.   - The best service ensures that customers feel heard at every turn     - Shooting for progress rather than perfection is a key way to focus on continuous improvement     - Stretch goals are great ways to move beyond what we think of as possible     - Taking the time to dream helps elicit passion and big ideas (and small important ones)  ...

In this episode I want to extend the deepest and truest gratitude for those who served and sacrificed on this Memorial Day Weekend.   Thank you.   What can we learn?   - Appreciation Matters   - Leadership Matters   - Training Matters   - Dedication Matters   It's time for your service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background incl...

In this episode, I speak with Laurie Sudbrink about engaging, retaining, and maximizing employee performance.     Are you putting your employees first so they are enabled to serve customers? Constructive feedback and performance management go best when you start with a positive intent Communicate how each individual contributes to the mission and vision Great onboarding is about connection and rea...

In this episode, I share the leadership lessons we can learn from Harry Potter and how to bring to life in your daily work.   - Managerial Courage Matters   - Optimism is an attractive leadership leadership trait   - Teams want to work for leaders with great character   - You can't lead alone - it takes a team   - Take the time build relationships   It's time for the great service comeback!   Tony...

This episode is #100.       In this episode I share:   - The top five listener episodes   - My favorite episodes   - Lessons learned over the last 100 episodes   - The consulting journey   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...

Building teams with resilience, flexibility, positivity, and kindness   In this episode, I invite Jodie Jansen into the studio to talk about customers success and loyalty.   - Understand why customers need technology - or any product   - Great relationships are fueled by accountability on both sides   - Customer health is an indicator of growth   - Internally being crystal clear about expectations...

In this episode, I talk about the 5 customer and employee experience guidelines.  These will enable your team to deliver amazing service for your customers, guests, and consumers - and lead to increased loyalty and revenue.   - Safety     - Hospitality     - Quality     - Simplicity     - Inclusivity   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynot...

In this episode, I invite Mouli Chandramouli of Zan Compute into the studio to discuss technology, innovation, and customer focus.   - Great customer experience is about solving real world problems     - When deploying technology solutions pre-planning is crucial to success and ease of use     - Make sure that your customers truly understand how to use your products for maximum benefit     Learn M...

In this episode, we dive into the fundamentals of understanding your customers and acting on feedback:   - Ask questions of those who love your business and those who have left you   - Engage your employees to find out what customers are saying - Remember every customer comes with Problems, Wants, and Emotions - solving them is paramount to success     It's time for the great service comeback!   T...