Viewing entries tagged
top customer service skills

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Jay Baer: Convincing, Converting and Servicing in Amazing Ways Since 1993

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Doug- @DJDoug

Strickland- @NiceGuyonBiz

Jay- @jaybaer

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Show Notes by Production Assistant - Anna Nygren

 

Intro

  • Consistency is key when you want to deliver stellar customer service
  • Check out Jay Today TV

 

Customer Service is the New Marketing

  • For a long time, businesses didn’t have to be great at customer service because it wouldn’t make a big difference, economically
    • Now customer service is a spectator sport
  • Small businesses can make a customer service focus from scratch and share a closer connection with customers
  • When you get bad customers, it’s not so much the employees but the rules that suck
  • 70% of customers prefer to figure the problem out on their own via a company website over interacting with an employee
  • We run away from complaints rather than working with them
  • BEET
    • Be empathetic every time

Closing Lines

  • Praise is the most overrated thing in life
    • Feels great but it doesn’t teach you shit

 

Jay's book- Hug Your Haters

Jay's Keep Your Customers Course @ KeepYourCustomersCourse.com

 

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Don't underestimate the Power of Nice.

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Ep. 165: Improve your customer experience with Eli Federman

Eli Federman-@efed27

Doug- @DJDoug

Strickland- @NiceGuyonBiz

Every experience that you provide to your customer molds their impression of your company. Eli Federman knows how to improve that. Hear all about it on The Nice Guys today.

Eli's company is Customer Service Simplified, and he works every day to help other companies Improve the customer experience.

He Helped a large U.S. mobile carrier re-imagine their customer experience across all channels.

There are 3 critical elements- People, Process and Technology.

It all comes down to leadership. As the CEO, you must be in touch with what your customers want.

It's critical to have the right people who are passionate about creating a great customer experience.

Chief Customer Experience Officer. 10 years ago, this position didn't exist.

Simple things can have a huge impact.

Check out Eli's company www.simplifyingservice.com - A look through his website will lead you to various publications and blog posts he's written and hopefully leave you with a bit of learning for what makes an outstanding customer experience

Contact Eli- eli@simplifyingservice.com

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Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

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Don't underestimate the Power of Nice.



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Ep. 132: Doug and Strickland talk customer service

Click to download episode directly from Libsyn

Click to download episode directly from Libsyn

We have mostly clean episodes and a few explicit ones. This is the latter. Today, we mostly shoot the shit about nothing. Here's everything we talk about on the show today:

-Does Doug laugh too much on the show?

-Do you want to hear us be more, or less serious?

-Do we curse too much?

-How do you train unmotivated employees?

Please chime in, tell us what you think.  We need your feedback and we're willing to bribe you for it. Call 42-42-DJDoug, let us know what you think and we'll send you a copy of each of our books- Doug's "Nice Guys Finish First" and Strickland's "Guys Guide to Las Vegas". Only available for the first 10 callers, we'll each even sign them for you. 

Please visit our sponsor- Elite Virtual Assistants 

Personal Assistants   Project Assistance   Administrative Support

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Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today.

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Don't underestimate the Power of Nice.

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Ep. 131: Today we talk with Customer Service Influencer Mike Aoki

Mike Aoki was named one of the Top 50 Customer Service Influencers on Twitter by the ICMI. Hear his amazing customer service advice on The Nice Guys today.

 Here are some great questions that we answer on the podcast today:

 -Why is Inside Sales among the biggest trends this year?

-What are some of the pitfalls of transitioning a traditional customer service department to an inside sales role?

-How can you balance sales and service, so customers stay loyal?

-What do good call skills look like?

-How do you coach people who use the phone all day?

And some great advice:

 -How you and your employees can use the phone, email and social media to stay in touch with your clients

-How you can coach your team to deliver great customer service

- How to deal with irate callers and boost loyalty

- How to sell more effectively over the phone

- Sales coaching for contact center Agents

- How you can manage your time, so you have time to manage your team

 mike.aoki@reflectivekeynotes.com

http://www.reflectivekeynotes.com/

Please visit our sponsor- Elite Virtual Assistants 

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/


Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today.

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-


BONUS stuff: Check out The Little Secret Most People Don't Know About Relationship Building

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Don't underestimate the Power of Nice.

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Ep. 104 "The Go-Giver" Bob Burg, Interviewed today

I never realized how powerful, motivational and inspirational one little red book, one email and one long distance exchange could play in my life, but that exact time in my life, September 30th, 2013, was a pivotable point in my career.

The first email contact I made with Bob Burg, author of The Go-Giver (coauthored by John David Mann), was brief. I wrote, “Dear Bob, Literally standing in Barnes and Noble, reading the first few pages of Go-Giver, and I am hooked. Any advice for an up and coming speaker?” While I was hoping to get an answer, I was not expecting to get one in under 30 minutes. In addition to the wonderful advice provided by Bob, it was obvious it was not a “canned” response, leading me to believe Bob truly was a giver, his real life principles mirroring the description of his book, “Heartwarming and inspiring...brings new relevance to the old proverb ‘Give and you shall receive.’”

Over two years later and dozens of email exchanges, Bob has lived up to his book title, he really is a Go-Giver. Bob has provided priceless advice via email, countless tidbits of sage wisdom through his blog and soon, Bob will sound loud and clear, as I interview him on The Nice Guys on Business podcast. His spot (Episode #104) airs February 5th.Subscribe to the podcast via iTunes (or your favorite podcast provider) and it will automatically be sent to you. 

Everyone I meet that has had an opportunity to come in contact with Bob Burg genuinely feels as I do, pleasantly surprised by how accessible and gracious he is. His contacts on social media, colleagues, podcasters, other professional trainers, coaches, consultants and even competitors love this guy because he is genuine, caring, empathetic, compassionate and giving.

Bob's view on the importance of personal relationships in this high tech world today. “All things being equal, people will do business with, and refer business to, those people they know, like and trust. No matter how big you grow your business via social networks, do not lose sight, people do business with people, and not computers. It’s the person in front of the social platform they are doing business with, and it’s something you should never forget” 

Highlights:

Doug - Do you personally connect with everyone that reaches out to you? And if so, how?

Bob- We all have to put a value on what we believe. I hold personal connections to be of high value to me. It’s worth the extra time for me to make the personal connections.

Doug - How does giving as a means to getting really work? Is this a trend or is this something that is here to stay?

Bob- I think that people who have always conducted their business by looking to provide value to others, have been successful. Early on, when the book Go-Givers came out, the early adopters, the people already doing this, the leaders and top business people, the very successful business people, said the book didn’t teach us anything new. We take that as a compliment.  But this is what they have tried to teach their people about. Their people wouldn’t really listen to them but the book was like third party validation.

Doug - What is the key to being successful?

Bob  - Being successful is the result of doing the correct things in the success process in a way that allows you to be successful. Being nice is great. In fact, it’s hugely important. However, if you were nice but did not dowhat you promised,  or put no effort into follow up, or were not able to find sufficient ways to add value to others, it won’t work.

Doug - What is the basic premise of the Go-Giver?

Bob - It’s simply that shifting your focus from getting to giving is not only a nice way to live life, but a very financially profitable way, as well.

Doug -  How can you make it so you don’t get taken advantage of as a Go-Giver?

Bob -  Being a Go-Giver should never be confused with being taken advantage of. It simply means you are going to focus on what you do, providing value to that person. 

Doug - What are some of the obstacles standing in the way of someone choosing to become a Go-Giver today?

Bob - Someone who has grown up with or has been exposed to a really lousy way of doing business or thinking they must take advantage of others in order to be successful to get the limited pie (in order to get someone else has to give up), they will have to make a shift when they acknowledge there is an issue in the way they are currently doing business. That it’s not resulting in the success they want, both financially and in their enjoyment of what they’re doing. Of course,  if they don’t want to change; in other words, if they don’t feel there’s anything they need to change, they probably won't.

Doug - Give me one nugget for the people that want to take action. What’s the takeaway that they can put into place today.

Bob - Ultimately, as Dale Carnegie told us in his classic, How to Win Friends and Influence People, "People do things for their reasons, not our reasons." I think if we will always keep that in mind, whether we are dealing with somebody in the sales process or dealing with someone socially or emotionally, or in any way, if we understand that anything they are going to do they are going to do for their reason, then we’re on the right track. 

Bob is passionate about providing the Go-Giver message and has inspired people worldwide through his book and his keynote speaking. Bob also teaches other speakers via his Certified Go-Giver Speaker Program licensing and training others on his great philosophy. His programs, books and any information about his company can be found by visiting his website atwww.Burg.com . To listen to the full interview, go to DougSandler.com or subscribe via iTunes. Air date is February 5th, Episode 104.

Special thanks to Bob Burg for giving so much and adding a generous supply of value to our relationship.

Want to get pinned on our listener map? Just go to http://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Don't underestimate the Power of Nice. #NicePower

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Ep. 100: We made it to 100 Episodes! WOW!

podcast-02 (1).jpg

In honor of our 100th episode we are recapping The Nice Guy's year.

No need for extensive show notes, we're just talking about all the great things that we've done this year. Review of episodes about Customer Service Skills, Customer Experience,  Building Relationships, Best Customer Service Tips and how to improve your business. And if you get tired of listening to us just fast forward to 31:00 to listen to some of Steve O'Brien's greatest drops.

Steve O'Brien (tell him the Nice Guys sent you)- http://steveobrienvo.com/

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Don't underestimate the Power of Nice.


Nice Guys Finish First
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By Doug Sandler

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Ep. 99: Jamie Dennis knows customer service and loyalty

The hospitality industry is incredibly competitive, so it takes a lot to be #1, and that's what Jamie Dennis has done at the Jefferson Clinton Hotel. Here how she does it on the Nice Guys today.

Great customer service tips in this podcast interview

Jamie is the General Manager of the Jefferson Clinton Hotel. Jamie provides listeners to today's show some top customer service skills and actionable ways for building relationships in business.  

Rated #1 hotel in Syracuse, NY on Trip Advisor

Employee retention is huge, it's hard to be successful if you are putting resources into training new people.

Don't hire someone who just wants "a job", find people who really want to be there.

You also need people who will do whatever job needs to be done at the time.

Here's how to contact Jamie-

jamie@jeffersonclintonhotel.com

http://www.jeffersonclintonhotel.com/

416 South Clinton St. Syracuse, NY 13202

Reservations- 315-425-0500

Want to get pinned on our listener map? Just go to http://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Join Doug Sandler and Strickland Bonner. They are the Nice Guys.

Don't underestimate the Power of Nice.

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Ep. 98: Tomas Conefrey talks about longevity in business

Tomas is celebrating Conefrey's Pharmacy's 60th year in business! Learn the secrets to his business longevity on The Nice Guys Podcast today.

Starting your own business? Where do you think it will be in 60 years? Hear howConefrey's Pharmacy has grown for 60 years. Here's what we learned on the podcast today:

Conefrey's has the#1 Irish Pharmacist account on Twitter- @ConefreyPharmac

The key to longevity is all about putting yourself in your customer's shoes.

They sponsor a local soccer (football for our U.K. listeners!) team as well as Hearing aid clinics, diabetes day, and health assessments free of charge

They are developing a custom app to more easily communicate with their customers

Conefrey's is in a 140 year old building, and they are planning to expand soon.

The best, simplest advice Thomas can give- Talk to your customers.

If you are ever in Dublin, drop by at 136 Pier St. Dublin 2, Ireland, tell them the Nice Guys sent you.

http://conefreyspharmacy.ie/

Get in touch with Tomas: TCONEFREY@gmail.com

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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