Brad CostanzoEntrepreneur, AI & Innovation Strategiest

Brian Kurtz: How To Overdeliver On Customer Service

Name: Brian Kurtz: How To Overdeliver On Customer Service
Uploaded: 2019-09-10T16:30:02+00:00
Duration: 44 s
Channel: Brad Costanzo
Description: Brian Kurtz (speaker) argues that front-line customer service staff should be well trained and fairly compensated rather than treated as low-skilled or…

10 Sept 2019 · 1 min

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Brian Kurtz (speaker) argues that front-line customer service staff should be well trained and fairly compensated rather than treated as low-skilled or low-paid. He describes managerial practices like listening to customer-service calls to surface complaints and improvement opportunities, framing small operational changes as high-leverage ways to improve business outcomes.

Chapters

You know, the people on the front lines of your business, the people who are answering customer service calls, are right there with the customers. Those people should not be your least trained employees. And in a lot of businesses, they are. They shouldn't be your lowest paid employees. And in a lot of businesses, they are. And so at boardroom, we used to, you know, do things like I used to listen in on the customer service calls, and we had trained customer service people. And that was a really good way for me to get a sense of what are our customers complaining about, what things can we improve that way? And that's like small hinges creating incredible leverage in your business.