"Small details create world-class customer service."

Great customer service isn't usually about grand gestures. It's about paying attention to the moments others overlook. Jody Maberry is joined by Lindsay Barnes and Lindsay Carlson to reflect on the first public World-Class Customer Service Workshop built around Lee Cockerell's book The Customer Rules and the Customer Experience Cycle. They discuss the workshop experience, including what participants learned and the feedback they received. The workshop was a great example that exceptional service is often created through small moments rather than expensive initiatives.

Don't overcomplicate it. World-class customer service means you are creating a favorable experience that people remember long after they leave.

Episode Chapters

05:12 Customer service workshop highlights

07:10 Workshop attendee backgrounds

14:33 Understanding the customer experience cycle

17:03 Improving the workshop process

21:43 Focusing on what's important now

23:54 World Class Customer Experience Workshops

Resources

The Customer Rules by Lee Cockerell

Cockerell Academy

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