Rob Stevenson talks about his professional career, why it’s important to ask WHY, the importance of FUBAR, and why it is ok to make mistakes.
✔️ A customer who complains should be thanked because they are proving you the opportunity to fix it. A problem identified is a blessing.
✔️ FUBAR – fouled up beyond repair. Don’t make the same mistake twice. Don’t make these mistakes, we want to make new ones!
✔️ In a perfect world, if we could provide you perfect service, what are we not providing you?
The person who has influenced Robert the most in the past year:
✔️ My son. He never gets down. I look up to my kid
His note to all the customer experience professionals:
“The day you forget you’re in business for the customer is the day you start going out of business because you don’t deserve your business. Treat your customers like family. Care for and try to help your customer”
WHAT IS PRESS 1 FOR NICK?
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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