Service first livestream • Discuss, engage and learn

Each week, drop in with Dr. Jason Price and his guests for a live discussion on improving customer service and business performance. You'll hear discussion and debate about case studies, hints and tips, and key lessons learned for you to apply in your own situation. Participate in the live chat questions and answers, and be part of the debate.

It's the perfect opportunity for a short learning lunch, morning tea, pre-work breakfast, evening meal or midnight snack (depending on your time zone).

Join the discussion

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You'll hear about a wide range of topics and best practice on subjects including:

  • strategic management and planning;
  • operational delivery and performance;
  • customer experience and service delivery;
  • call and contact centre operational performance;
  • complaints management and feedback;
  • artificial intelligence;
  • portfolio, programme and project management;
  • management consultancy skills and delivery.

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We're live in New Zealand time on Wednesday at 12:30

Wed 10:30 Sydney / Melbourne
Wed 08:30 Perth / Singapore
Tue 17:30 US Pacific time


Watch the next broadcast live

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In the next show on Wednesday, 4th August 2021 at 12:30pm (New Zealand time), I'll be joined by Craig McFadyen from LearningPlanet.

We'll be starting a mini-series about employee induction and onboarding in customer service. In this first episode, we'll talk about how your induction process is at the heart of creating the right customer culture, starting from the moment a new employee joins your organisation.

We'll look at these three key questions:
Q1. Why does a good induction matter for new employees?
Q2. What role does induction play in setting a customer-centric culture?
Q3. How does induction affect an organisation's brand image?


Watch the replays

7 • Benefits realisation: Why it's not so hard

In this show from 28th July 2021 with Phil Guerin, we looked at benefits management and realisation, and the role it plays in helping organisations deliver, and demonstrate, results from transformational change programmes.

We covered a range of programme topics of help to senior executives, programme sponsors and delivery practitioners alike. You'll hear conversation points including:
• the definition of benefits management and the difference between benefits for programmes and projects
• how stakeholder management is a key pre-requisite for good benefits management
• the assumptions behind benefits in transformational change programmes
• how benefits analysis helps determine the correct scope for your programme
• baselining your benefits for effective realisation management
• why taking independent advice can add substantial value to your programme.

You'll hear three lessons you can apply in your own organisation, and a recommended action point.


6 • Why little things make a big impact in customer service

In this show from 21st July 2021 with Craig McFadyen, we looked at case study examples of different customer service experiences, where the little things made a positive - and negative - contribution to the customer service experience.

We also talked about how dissatisfied customers behave, what happens if they become angry, and how your organisation can step in with the little things to prevent the big problems.

We discussed three key questions:
Q1. Why do the little details matter in the big picture of customer service?
Q2. What happens if we let the little things slide?
Q3. How do customers react to the little things in a service failure?

You'll hear three lessons you can apply in your own organisation, and a recommended action point.


5 • What is the value of independent advice for projects and service operations?

In this show from 14th July 2021 with Phil Guerin, we looked at the value that independent advice adds to programmes, projects and service operations management.

This show tackled two key questions:

Q1. Why should you involve an outside voice in your programmes and projects?
Q2. What can an independent board member offer to help increase the chances of programme and project success?

You'll hear three lessons you can apply in your own organisation, and a recommended action point.


4 • Creating a customer centric service culture

In this show from 7th July 2021 with Craig McFadyen, we looked at the practical steps that customer service leaders need to take, if they're to turn 'customer-centric' from a mission statement on the wall into everyday service delivery.

We discussed two key questions:

Q1: What do we mean by a 'customer-centric' organisation?
Q2: How can leaders help their teams to change their behaviour?

You'll hear three lessons you can apply in your own organisation, and a recommended action point.


3 • Why aren't lessons learned more effectively?

In this episode from 30th June 2021, Phil Guerin and I discussed lessons learned, and why it is that so many programmes, projects and customer service operations seem to repeat the mistakes of the past.

We discussed:
• What can organisations do to make sure they learn lessons more effectively in future?
• What practical tips and techniques can we apply to improve our chances of success in future?

You'll hear three recommendations you can apply to the way you approach lessons learned, and an action point that'll help you set out a plan for improving your own lessons learned performance.


2 • Employee attitude and the customer service experience

In this show from 23rd June 2021 with Craig McFadyen, we looked at how the customer service experience is affected by employee attitude, and the role that managers have in creating a positive culture of customer service.

You'll hear three lessons you can apply in your own organisation, and a recommended action point.

Q1. How does employee attitude affect the customer service experience?
Q2. What influence does leadership behaviour have on employee attitude?
Q3. What skills are required to build a positive culture of customer service?


1 • Improving the online customer experience

In this show from 9th June 2021 with Craig McFadyen, we tackled three key questions about the performance of online customer service. You'll hear three lessons you can apply in your own organisation, and a recommended action point.

Q1. Where does online support go wrong?
Q2. What is the business case for online channel shift?
Q3. What skills do people need to deliver online service?

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