Latest / The Leadership Crucible Podcast
Customer Service Expert: “The SILENT KILLER of Business Is Just-Okay Service” — with Stephen Merrill
Mediocre customer service doesn’t just annoy people — it quietly destroys your reputation, revenue, and retention. In this episode of The Leadership Crucible Podcast, Retired Fire Chief Randy Bruegman sits down with customer experience strategist and bestselling author Stephen Merrill to unpack why “just-okay service” is more dangerous than outright failure — and what leaders can do to fix it.
With insights from his book The Customer Service Cookbook, Stephen breaks down actionable strategies for transforming your team’s culture, empowering frontline employees, and creating unforgettable…
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