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277: Strong Enough to Listen: Better Leadership, Better Customer Experience
Can someone feel heard even when the answer is no?
In Episode 277 of the Customer Service Revolution Podcast, John R. DiJulius III welcomes Lisa Duran, author of Strong Enough to Listen: Bridging the Communication Gap Between Our Choices and Our Responses.
They explore how listening skills for leaders shape employee and customer experience, why choosing person over problem builds connection, and how Lisa's CLR model helps leaders respond with care.
Learn what "yes, and" means when you disagree, why John keeps a WAIT reminder on his screen, and how writing down your thoughts can help you…
The skinny
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