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Customer Service evolves into Guest Service. Listen with me as I go over stories, valuable lessons learned, and best practices from working in resorts, retail, and the medical field for the last 30 years. I'd love to share career advice to help you further your skillset and be more valuable to your customer and your business. Whether it's b2b or b2c, I'll cover the topics that arise every day when interactions go awry and how to conquer them, with the magical touch that 23 years at Walt Disn ...
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"If you're good, you can perform. If you're nice, you can come back" - Josh Taerk | Your reputation IS your brand
39:07
39:07
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39:07
Today’s episode focuses on the energy exchange between guests and guest service. There’s a similar phenomenon that happens on stage with performance artists - energy is exchanged between audiences and performers. But does that performance stop at the end of the show? At the end of the song? At the end of the album? Maybe not. I want to introduce a …
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In this episode, we report on experiencing first-hand what guest service is like as a customer in Japan versus the United States. We recount customer service scenarios such as retail, convenience stores, economic structure differences and even subtle body language nods that make a big difference in Japan. Unspoken rules of Japanese culture become v…
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Please put your shopping carts where they belong! How to be a customer, the right way
37:23
37:23
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37:23
We talk about the difference between courtesy and respect, guest recognition, and guest etiquette. I co-host with Gregory Mills and get his take on situations where it's the most appropriate to leave feedback or recognize guest service employees who go above and beyond. We also get his take on what pet peeves he has with other guests when deboardin…
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It really was Agatha all along - Showing kindness to someone in need
30:47
30:47
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30:47
The old saying is true, “Be kind to whoever you meet because they may be fighting a battle you have no idea about.” We talk through a veterinary emergency experience and in the midst of finding the help we needed for our cat, a guest service hero shined through in an unlikely place - Dunkin’ Donuts. We talk about how our side quest for coffee led u…
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Interviewing a mystery shopper - "Just give 'em the pickle!"
14:24
14:24
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14:24
This week, we talk about what it means to make the guest experience a happy one. Sometimes you need to give the guest an extra pickle with their lunch order... or maybe even a free refill of a Coke. Les references the term "Give 'em the pickle!" A term coined by Bob Ferrell (who started Ferrell's franchise.) Les spent many birthdays at Ferrell's in…
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How to go from a shy introvert to an extrovert
10:51
10:51
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10:51
I talk about my career history, and my background in customer service. I evolved into a guest relations and customer service master after working in 3 different fields and really hitting my stride working 24 years at Walt Disney World Resort as a VIP Tour guide and a guest relations cast member. I share how I keep learning from the people I meet ev…
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