199: Creating a Zero-Risk Customer Experience

summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty. takeaways

• Zero risk means making it easy for customers to do business.
• Companies can screw up but must make it right.
• Anticipating where service failures occur is crucial.
• Empowering employees leads to better customer satisfaction.
• Training should focus on common service failure points.
• Listening to customers is key to resolving complaints.
• Service recovery can enhance customer loyalty.
• Celebrating employee successes in customer service is important.
• Feedback from customers should be documented and analyzed.
• Understanding customer needs goes beyond their literal questions.

Chapters

00:00Introduction to Customer Service Excellence 02:15Understanding Zero Risk Companies 05:51Identifying Common Service Failures 12:21Empowering Employees for Customer Satisfaction 16:03Implementing Effective Recovery Strategies 21:44Learning from Customer Feedback and Complaints

Links:

2025 Livestream Workshops, Zero Risk Register now!

https://thedijuliusgroup.com/livestream-2025/

Presentation Skills Workshop

https://thedijuliusgroup.com/project/presentation-skills/

Sign up for our Weekly E-Service Newsletter:

https://thedijuliusgroup.com/event-form/newsletter/

The DiJulius Group

https://thedijuliusgroup.com

Customer Experience Executive Academy

https://thedijuliusgroup.com/project/cx-executive-academy/

Employee Experience Executive Academy

https://thedijuliusgroup.com/project/exea/

Our new best-selling book, The Employee Experience Revolution

https://thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale/

Schedule a call to learn more about The DiJulius Group Consulting and Training

tdg.click/claudia

Follow and Review: We'd love for you to subscribe and follow us if you haven't yet!

John DiJulius is considered "The Authority" on customer experience. His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more. His real life stories are lessons long remembered by attendees. Learn more about John and how to book him for your next event at: https://johndijulius.com/

The DiJulius Group provides Customer Service content, education, consulting, and training, to ensure our clients become the brand their customers and employees cannot live without. If you want happy employees, happy customers and happy shareholders, connect with us:

Facebook: https://www.facebook.com/thedijuliusgroup

LinkedIn: https://www.linkedin.com/company/the-dijulius-group/