Crack The Customer Code

Jeannie and Adam uncover the science behind consistently great customer service with Mark Colgate, author of The Science of Service. Get customer service down to a science The problem with customer service is not making it great, but making it consistently great. It is impossible to make people do, think and feel the same things. What is great for one customer may be terrible for the next, or simply may not work out the same way in every situation. So how can we know our service is always great for every customer? And more importantly, how do we hold employees accountable for this? “You can't tell someone they are accountable. They will reject that." -Mark Colgate However impossible this may sound, Mark Colgate, Ph.D has it down to a science! In fact, his latest book is all about how you can take a scientific approach to delivering consistently great customer service. “There’s a really clear science to service.” -Mark Colgate This episode is chock-full of actionable highlights from Mark’s book, the