Punk CX with Adrian Swinscoe cover image

The delusion amongst customer service and experience VPs - Interview with Micah Peterson of ProcedureFlow

Punk CX with Adrian Swinscoe

CHAPTER

Responding vs Reacting in Customer Service

This chapter emphasizes the importance of responding rather than reacting in customer service scenarios, drawing parallels to American football plays and highlighting the significance of response times in emergency services. It discusses the value of having a comprehensive playbook and shares examples of how probing questions and empathy can improve customer experience and reduce call time.

00:00
Transcript
Play full episode

Remember Everything You Learn from Podcasts

Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.
App store bannerPlay store banner