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199: Creating a Zero-Risk Customer Experience
summary
In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty.
takeaways
Zero risk means making it easy for customers to do business.
Companies can…
The skinny
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