People Come First

Trust your employees.

by Studer Education

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Service excellence is more than just being polite or being ready to offer the unsatisfied customer a discount. Donna Kirby joins Janet Pilcher on this podcast episode to discuss the value of service excellence. Donna Kirby reveals her top 3 tactics for applying customer service excellence within your organization, and how to treat your organization like a living room.

This episode addresses questions, such as:

How can leaders build a culture around service?

What 3 tactics does Donna Kirby recommend for applying service excellence in your organization?

How do the employee experience and customer experience intertwine?

Hire for Success

“Hire the right people, hire for success. We go through our job fairs and see an awful lot of faces, but very, very few are going to live the standards and what we need them to. We look for that x-factor in that employee who really believes and will live the customer service excellence we put out there.”

– Donna Kirby