SUMMARY
Andy Netzel – VP, Client Success Effectiveness, Enterprise Payments & Analytics at KeyBank. Andy talks about the importance of understanding the expectations from both the employee and clients, explains what do to after understanding expectations, and what do when expectations change.
SHOW NOTES
The book that has influenced Andy the most in the past year:
✔️You can either fix the problem or shift expectations.
✔️Always be listening, adapting, and adjusting.
✔️This biggest enemy is assumptions
The book that has influence Andy the most in the past year is:
His note to all the customer service and customer experience professionals:
“Don’t fight targets, but don’t believe the dashboard”
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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