Service first podcast • Fresh insights for customer service leaders

Dr. Jason Price explores the issues and challenges that stop customer service leaders like you from delivering outstanding customer experiences – and the knowledge you need to achieve better results.

You’ll hear advice, hints, tips and guest interviews to help you learn, develop and grow as you transform your organisation’s customer experience and operational performance, by putting customer service first.

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5 • Three lessons for creating world class customer experiences

As a customer service professional, how can you create a world-class customer experience with every customer interaction you have?

In this podcast, you’ll learn from the story of FedEx Craig about three actions you can take that’ll improve your customer service performance and turn every customer’s experience into a story of customer delight.

2 • The six stages of concern model

PODCAST • 13 minute listen

As a customer service leader, you need adaptive leadership styles and leadership qualities when managing change. The ‘stages of concern’ model helps you consider people’s individual needs when you’re leading your teams through change.

Dr. Jason Price explains the 6 stages of concern and how to apply this model when you’re making customer-facing change in your organisation.

This podcast features in the video: Preparing your teams for life after lockdown.

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