EP358: Joan Johnston - The Customer Whisperer
"Listening isn't just about hearing words. It's about understanding the emotions behind the words."
Great service rarely comes from scripts or policies. It comes from simple human moments. When people feel seen, heard, and valued, something powerful happens—trust grows, relationships deepen, and even small interactions become memorable. The real opportunity often hides inside frustration. Complaints aren't just problems to solve; they're signals pointing to where connection and service can improve. The difference between an ordinary interaction and an extraordinary one is usually just…
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