Building a Strong Relationship with the Customer

Despite the remote work arrangements brought about by the pandemic, working together effectively to serve the customer still requires the agents to be in close proximity to each other. It is important to keep everyone engaged and mentally healthy in spite of the major changes happening in our world today. In this episode of the Customer Service Weekly podcast, Philip Bennett, Manager, Customer Service Operations at Empire Today, LLC, shares how he and Empire Today work together to deliver those services and how they celebrate Customer Service week and Ignite CX Celebration all year long.

Philip Bennett started in route sales, where he learned that the best way to differentiate himself was by out servicing his competition.

He has been in the Call Center industry for almost 20 years, specializing in digital transformation. He has built and run two call centers over that time.

He lives in El Paso TX, with his wife and three children.

Please remember to rate, review, subscribe, and share this episode to help us spread the fire of CX celebration.

Listen to the podcast here: https://customerserviceweekly.org/podcast-philip-bennett

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Timestamps/Outline

00:37 – Introduction

02:26 – About Philip Bennett and how he started in Empire Today

10:07 – How Philip Bennett and Empire Today celebrates Customer Service Week

16:12 – Mistakes and lessons learned from the past

18:05 – Things that have had the most impact and effect

20:45 – The importance of having someone in close proximity

24:44 – Myths and misconceptions in Customer Experience

29:32 – Advice for future leaders

31:50 – Things that were true before that are no longer true today

36:30 – Connect with Philip Bennett

Memorable Quotes

“The key to good customer service is to be available to the customer where they want you to be available.”

“We are not going back to the call center the way it was before.”

“Everything we did before for customer experience, we can still do now.”

“Certain things have to be reviewed for the current reality and not just taken for granted.”

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Links and Resources

Phil’s email: [email protected]

Phil’s LinkedIn: https://www.dhirubhai.net/in/philip-b-9a8535b/

Empire Today website: EmpireToday.com

Customer Service Weekly Facebook: facebook.com/customerserviceweekly

Customer Service Weekly LinkedIn: bit.ly/CSW_LinkedIn

Customer Service Weekly Twitter: @MyCSWeekly

Customer Service Weekly YouTube: bit.ly/CSW_YT