Customer Service Academy

In this episode, I welcome Dustin Dale into the studio to discuss leadership and service.   - The best customer experiences are transparent and straightforward   - Great communicators tailor their messages to their employees to drive understanding   - If you want to improve your recruitment and retention you must dig into what is causing people to leave   - The pandemic shifted our mindset into more of a me focus rather than a team focus   It's time for the great service comeback!     Visit Dustin:  https://www.beyondeveryhorizon.com/ Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources a

In this episode, I talk about protecting the customer + guest experience, even when you are short staffed.   - Protect your team experience   - Lean into tech   - All hands on deck   - Focus on high value products, services, and customers   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Fac

In this episode, I welcome Dane Espegard into the studio.   - The best service ensures that customers feel heard at every turn     - Shooting for progress rather than perfection is a key way to focus on continuous improvement     - Stretch goals are great ways to move beyond what we think of as possible     - Taking the time to dream helps elicit passion and big ideas (and small important ones)     https://daneespegard.com/   https://daneespegard.com/freegift/   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools:

In this episode I want to extend the deepest and truest gratitude for those who served and sacrificed on this Memorial Day Weekend.   Thank you.   What can we learn?   - Appreciation Matters   - Leadership Matters   - Training Matters   - Dedication Matters   It's time for your service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.c

In this episode, I speak with Laurie Sudbrink about engaging, retaining, and maximizing employee performance.     Are you putting your employees first so they are enabled to serve customers? Constructive feedback and performance management go best when you start with a positive intent Communicate how each individual contributes to the mission and vision Great onboarding is about connection and reaching out before day one Visit Laurie at:  https://www.lauriesudbrink.com/   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Traini

In this episode, I share the leadership lessons we can learn from Harry Potter and how to bring to life in your daily work.   - Managerial Courage Matters   - Optimism is an attractive leadership leadership trait   - Teams want to work for leaders with great character   - You can't lead alone - it takes a team   - Take the time build relationships   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/S

This episode is #100.       In this episode I share:   - The top five listener episodes   - My favorite episodes   - Lessons learned over the last 100 episodes   - The consulting journey   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Mu

Building teams with resilience, flexibility, positivity, and kindness   In this episode, I invite Jodie Jansen into the studio to talk about customers success and loyalty.   - Understand why customers need technology - or any product   - Great relationships are fueled by accountability on both sides   - Customer health is an indicator of growth   - Internally being crystal clear about expectations and responsibilities   - Push your team to know the "why" behind the work   - Use your own technology or software to understand your customer's journey and potential friction points   It's time for the great service comeback!   Here are the links that Jodie shared: https://www.mediafly.com/ jjansen@mediafly.com     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to g

In this episode, I talk about the 5 customer and employee experience guidelines.  These will enable your team to deliver amazing service for your customers, guests, and consumers - and lead to increased loyalty and revenue.   - Safety     - Hospitality     - Quality     - Simplicity     - Inclusivity   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.co

In this episode, I invite Mouli Chandramouli of Zan Compute into the studio to discuss technology, innovation, and customer focus.   - Great customer experience is about solving real world problems     - When deploying technology solutions pre-planning is crucial to success and ease of use     - Make sure that your customers truly understand how to use your products for maximum benefit     Learn More About Zan Compute:  https://www.zancompute.com/   Support@zancompute.com   cmouli@zancompute.com     It's time for the great service comeback!     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my

In this episode, we dive into the fundamentals of understanding your customers and acting on feedback:   - Ask questions of those who love your business and those who have left you   - Engage your employees to find out what customers are saying - Remember every customer comes with Problems, Wants, and Emotions - solving them is paramount to success     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.c

In this episode, we welcome Emily Ransone into the studio to talk about communication and engagement. - Customer Service is very much about listening - Understand yourself first to lead your team more effectively - Learn if you are a Driver, Expressive, Analytical, or Amiable - Interview for your core values when hiring talent   https://growthjunkiesunite.com/   You can reach Emily at efransone@gmail.com   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.yo

Let's talk about how to utilize training to empower your team to deliver great customer experiences and build loyalty:   - Start with the goal in mind - what do you want them to remember?   - Presentations must be story telling driven and engaging   -Use great video content to scale information     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Visit 4xi Consulting at:  https://www.4xiconsulting.com/   Check out my FREE Resources and Training Tools:   Web: https://www.igniteyourservice.com/   YouTube: https://www.youtube.com/c/RecipeforserviceNet   Twitter:  https://

In this episode, I welcome Simon Elliot and Ed Snowden from 4xi Global Consulting and Solutions into the studio.  They are the co-authors of the True North Strategic Partnership Strategy. Partnerships must be a journey together Relationships should be mutually beneficial  Building value is ongoing an commitment to your client's success and what is valuable for them A huge danger of long term relationships is complacency and honest self reflection can help combat that   It's time for the great service comeback!   Learn More:  https://www.4xiconsulting.com/truenorth   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speak

In this episode, I interview Tim Mobley about remote teams and fractional work. Great brands know what they are trying to achieve and how they are going to get there Outsourcing is a great way to remain focused on your core competencies Clear, focused deliverables leads to great results with outsourcing Performance management must be objective to be impactful   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: 

In this episode, I talk about understanding your customers and your organization to bring the best value to those you serve. What problem do you solve?   Why should your customers care?   How will you communicate your value?   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https:

In this episode, I welcome Janet Fouts into the studio to talk about employee engagement, service, and culture. Everything we do as a leader is about bringing the team together Focus on finding your teams strengths Pausing and listening are cornerstones of creating a conscious culture When  managing remote teams, focus on connection and productivity rather than what hours they are working   Learn more about Janet at https://janetfouts.com/ It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyour

In this episode, I discuss how to own the customer experience and beat your competition in 2022. 1.  People are the priority   2.  Work through supply chain issues   3.  Make customers feel a familiar experience   4.  Shore up your digital accessibility    5.  Take action, don't just talk about it   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/r

In this episode, I will share my approach to customer data, feedback, and action 1.  Front line managers need quick access to real-time data 2.  Don't neglect customer verbatim comments 3.  Taking action on what you hear will take a disciplined and intentional approach to execution   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/

In this episode, we speak to the team at Zan Compute about how they are using technology to make the lives of employees, building occupants, and visitors better (and safer) through their innovative technology.   Understand the pain points and provide the right solutions for your customers and clients The best technology enables users while being flexible enough to meet their needs Clean and safe environments are the number one priority to returning employees and visitors Validation and seamless integration will be important uses for evolving tech within building operations Successful businesses take the time to learn their marketplace and stay informed https://www.zancompute.com/ sales@zancompute.com     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Cust