Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening, and tactical empathy. He brings all of this back to customer service.



✔️ Listening is the cheapest concession that you can make
✔️ You have to understand that in any difficult conversation, you’re going to get attacked, and your job is to sit there and take it for 45 seconds to a minute.

The book that has influenced Derek the most in the past year:

✔️ Bob Iger – Ride of a Lifetime

Her note to all the customer service and CX professionals:

“Stay curious. Accept the fact that your job is a difficult one. Understand that it is not about you, it is about the person calling in, and then be ready to demonstrate that you get where they are coming from. Don’t be in a hurry to resolve it early because unaddressed emotions never die.”


Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.


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