Developing a Healthy Financial Relationship with Your Customers

Customer Service is all about connecting with customers and solving their needs on an emotional and functional level. In this episode of the Customer Service Weekly podcast, Doug Woodard of Capital One shares how he celebrates customer service all year long and how he and his agents develop a healthy financial relationship with their customers.

You can also watch Doug's interview on Customer Service Weekly TV

As Senior Vice President of Customer Channels for US Card Customer Experience, Doug is responsible for customer operations across Capital One’s US Card business, spanning both Branded Card and Partnership Card (private label and co-brand cards) portfolios. The Customer Channels organization delivers on a full spectrum of customer support needs including customer service, fraud, disputes, collections, chat, back-office operations, and supply chain. In addition, the organization provides critical horizontal support functions such as training, knowledge management, and workforce management that enable such an extensive operations network.

The Customer Channels operations network spans 24+ sites and 18,000+ agents in six countries, including internal on-shore, offshore captive, third party suppliers, and work at home agents.

Growing up in upstate New York, Doug attended SUNY Albany for both his undergraduate and master’s degrees. He resides in Raleigh, North Carolina, is married to Noel, and they have an adult daughter.

Prior to joining Capital One, Doug held executive roles at both Staples and Citi, leading extensive customer service operations, as well as accountability for the customer experience strategy. Prior leadership positions included roles at L.L. Bean and Accenture.

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Timestamps/Outline

00:37 – About Doug Woodard and Capital One

02:56 – Increasing employee and customer engagement

05:32 – How Doug Woodard celebrates Customer Service Week

07:37 – The importance of passion and purpose

09:17 – Recognizing and appreciating people should happen all year long

10:32 – Lessons learned from the past and the things to do today

14:08 – Stories that make a difference

16:14 – Myths and misconceptions in the customer experience

18:42 – Developing servant leadership and emotional intelligence in the frontline.

21:10 – Where we are now and the things that changed

23:28 – Advice for future leaders

25:05 – Connect with Doug Woodard

Memorable Quotes

“We are not here to answer the phone for a credit card company. We are here to help our customers in their financial lives.”

“Customer Service Week is about personal appreciation, celebration, and recognizing the jobs that our agents do.”

“Purpose is important because it’s that touchdown that really deeply motivates us and reminds us why we’re doing everything we’re doing.”

“Every associate has an opportunity to touch a life.”

“The thing we’re really here to do is to design experiences to solve the emotional needs of our customers.”

“Great experiences address the underlying emotional needs of the customers.”

Links and Resources

Doug’s LinkedIn: https://www.dhirubhai.net/in/douglas-woodard-51615020/

Capital One website: https://www.capitalone.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

About the Customer Service Weekly Podcast

The Customer Service Weekly Podcast is the Official Podcast of National Customer Service Week. Our goal is to share with you the stories, insights, tools, and tips on how leading brands recognize and lead people and solutions that help their organization deliver excellent customer experiences – so you can ignite your cx celebration in your organization.

We are going to be releasing new episodes each Thursday at 4:30 am Eastern. With special releases and events for Customer Service Week and throughout the year. Each episode will be like a mini case study story on how senior leaders in top brands have led their organizations with the Customer Service Week spirit to deliver customer experiences that help them separate themselves from others - so you can too.