Accelerate Your Performance
Accelerate Your Performance is a weekly podcast hosted by Dr. Janet Pilcher, Managing Director of Studer Education and author of Hardwiring Excellence in Education. Every week, Janet highlights tactical and actionable strategies that leaders in educational organizations can hardwire to meet successful student, service, and people outcomes. Listen now, and you’ll see why it’s ranked by ListenNotes in the top 5% of podcasts worldwide.
As she introduces a variety of pivotal leadership practices from the Nine Principles ® Framework, Janet underscores the importance of seamlessly integrating each practice to deliver positive and impactful results. For each leadership practice she introduces, Janet provides a solid foundation and then collaborates with coaching experts to dig deeper and demonstrate its practical application. Janet also interviews leaders and partners who excel at the tactics to hear about their implementation journeys, hurdles they’ve faced, and their notable achievements. To bring it all together, she offers a broader perspective on leadership, interviewing guests about a diverse array of topics on their paths to achieving organizational excellence.
Follow for weekly insights and actionable strategies to accelerate your performance and become your best at work!
Accelerate Your Performance
What is Important to Us as Customers?
Every day we are customers to someone we do business with. We buy groceries, fill our cars with gas, dine at restaurants, engage with retail services, and do business with professional service firms. We often remember the negative interactions more than the positive ones, and it may only take one negative interaction for us to shift to another brand or company. As you listen to this episode and reflect on services you’ve received, ask yourself, how do our experiences as customers influence the work we do each day? What can we learn from those experiences to provide excellent customer service to those we serve?
This episode addresses questions, such as:
- How does employee engagement affect the customer experience?
- What are 3 powerful must-dos for providing excellent customer service?
- Why should managers approach customer complaints with compassion and empathy?
Recommended Learning: 5’ – 10’ Rule, Use Standards of Service Excellence, Service Recovery, Compassionate Empathy: From Feeling to Action