Have you ever felt like an unpaid employee of the company who was supposed to be serving you?

I have.  And, that’s exactly why I switched banks.

The old bank had employees who kept telling me I “have to do” this and I “have to do that” to get my banking objectives accomplished.

The employees at the new bank had what Shep Hyken, a WSJ and NYT bestselling author on customer service, calls “service awareness” and they instead presented options and guided me through processes so I “didn’t have to” do anything.

The customer experience was a night and day contrast and I could not have been happier to make the switch.

In my conversation with Shep, we discussed several ways to leverage technology and better training to reduce friction and improve the customer experience.

🎙 Full conversation here:

👉 Podcast: https://shows.acast.com/themasonduchatschekshow/episodes/your-call-is-not-important-to-us-and-other-customer-service-

📺 Full Video: https://www.youtube.com/watch?v=U3bFRLQqIZQ

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