Covid19. Achieving Success. Podcast with Gerry Brown. Saving the World from Bad Customer Service
Listen to Podcast 4 in our Series of EmpowerCX Now UK. It was my pleasure to speak with Gerry Brown , Author, Speaker, Customer Experience Specialist on Helping Customers Win.
“My goal in life, and in business, is to track down bad service, tap it on the shoulder and ask it to leave. My beliefs, and the theme of my approach, are founded on the concept of simplicity and aligning 4 fundamental principles, Culture, Commitment, Communication, and Community that are vital to the development and sustainability of a truly customer-centric organization.
As The Customer Lifeguard, Gerry helps businesses save customers at risk and breathe life into their customer service operations and customer experience strategy.
We talked about the importance of first-time resolution in a crisis and BCP. How now more than ever customers want to speak to someone to resolve an issue but are happy to use technology as long as you communicate this with them.
In order to provide outstanding customer service, we touched on how important it is for associates and employees to have access to the right information and agile systems to support them. Whilst this is nothing new it is of paramount importance during times of crisis.
If you like what you heard you can find Gerry here