How do you smile through a mask? How do you make a deeper connection with your customers in this era of physical distancing? How has customer service, as we knew it, evolved today? That’s what Vinay talks about in this episode, with none other than Certified Professional Facilitator, Service Excellence Evangelist and author of ‘S.E.R.V.E.’ and ‘To Serve with Love’, Dr. Bee Leng Seow (PhD) of Continuum Learning, to share trends, stories, insights and some laughs too!
[04:24s] Challenges facing customer service today
[7:18s] Contact-less customer service
[12:28s] Helping service professionals stay positive
[18:35s] “The language of service has evolved.”
[23:30s] RWL Dr. Seow’s recommendations to read:
“Service Safety in the Pandemic Age,” (2020), Journal of Service Research
“An ‘Essential Services’ Workforce for Crisis Response,” (2020) Journal of Public Policy & Marketing
“Adapting Customer Experience in the Time of Coronavirus,” (2020) McKinsey & Company
[29:50s] A peek into Lance Peppler’s ‘Exponential Organisations’ podcast
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Connect with Dr. Seow on LinkedIn.
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