articles & podcasts
From Customer Service Manager Magazine
"Your call is very important to us!"
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes.
I saw a cartoon in a business publication that accurately sums up the sad modern state of customer service. A woman is speaking into a phone recorder while two men stand behind her. The men are speaking to the woman as she records her voice into the voicemail. The cartoon caption reads, “Next time you say ‘your call is very important to us’, try not to laugh!”
"Empathy In Service: Kindness Begins With Me."
If you want to create customers for life, then you must develop a spirit of empathy.
"We all deserve kindness. We all deserve respect. The world is a tough place. The odds are generally not in our favor. The cards are usually stacked against us. I am not saying that you must like everyone or be everyone’s friend. Some people are just difficult to get along with. But simple acts of kindness go a long way. And this is especially true in the workplace."
EPISODE 34 - "ARE OUTDATED POLICIES & SYSTEMS THE CAUSE OF BAD CUSTOMER SERVICE?
Bryan, a twice published author, joins Neal and Paul to discuss his new book as well as how, in Bryan's opinion, policies are actually detracting away from the employee's ability to give the best possible customer experience. Why does it take three calls to get your refund? How long to wait is too long? Should the word "unfortunately" be banned?
Keith Weaver, Weaver Business Coaching
From Higher Logic and Customer Experience Update
Ted McBride, KTalkRadio, 1640 AM Salt Lake City
What people are saying
"Customer experience is critical in ensuring long-term profitable relationships as we all know. Are we so metric-driven that we've become desensitized on what needs to happen at the point of interaction for a memorable experience? Bryan teaches us to not allow ourselves to become overly rigid in our approach to serving customers."
Vice-President, Customer Experience, PlanSource
"I had the pleasure of working with Bryan, and can honestly say that his commitment and passion to customer service excellence is exemplary!"
Vice-President, Special Projects and Retail Analysis, Rimports, LLC
"Bryan continues to amaze me with his endless effort to improve customer service and employee engagement and support. He gives us the opportunity to remember why we do what we do and how engagement and kindness can go ever so far in an ever-increasing difficult world."