SHINY HAPPY PEOPLE with Vinay Kumar
In this business podcast that is all about people, Vinay Kumar, a Leadership Coach, Certified Professional Facilitator, OD Consultant, Podcaster, Global Nomad, Wildlife Stalker and Records Collector, interviews leaders, thinkers, strategists, and doers to reveal actionable insights, first-hand experiences, smart strategies, brilliant tips and lesser-known best practices on a range of subjects in business leadership and people management, from innovation, DEI, facilitation, technology, future of the workforce and sustainability to evolution of leadership, storytelling, negotiation, digital learning, mental wellbeing, the art of staying positive and even water wars! Plus each episode features curated recommendations from Vinay and his guest for your own RWL (Read Watch Listen) list to keep you shinier and happier!
SHINY HAPPY PEOPLE with Vinay Kumar
Ep 15: Dr. Bee Leng Seow on the Evolution of Customer Service
How do you smile through a mask? How do you make a deeper connection with your customers in this era of physical distancing? How has customer service, as we knew it, evolved today? That’s what Vinay talks about in this episode, with none other than Certified Professional Facilitator, Service Excellence Evangelist and author of ‘S.E.R.V.E.’ and ‘To Serve with Love’, Dr. Bee Leng Seow (PhD) of Continuum Learning, to share trends, stories, insights and some laughs too!
[04:24s] Challenges facing customer service today
[7:18s] Contact-less customer service
[12:28s] Helping service professionals stay positive
[18:35s] “The language of service has evolved.”
[23:30s] RWL Dr. Seow’s recommendations to read:
“Service Safety in the Pandemic Age,” (2020), Journal of Service Research
“An ‘Essential Services’ Workforce for Crisis Response,” (2020) Journal of Public Policy & Marketing
“Adapting Customer Experience in the Time of Coronavirus,” (2020) McKinsey & Company
[29:50s] A peek into Lance Peppler’s ‘Exponential Organisations’ podcast
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Connect with Dr. Seow on LinkedIn.
Connect with Vinay on Twitter, LinkedIn or email him at vinay@c2cod.com
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This podcast is brought to you by C2C-OD, your Organizational Development consulting partner ‘Bringing Strategy and People Together’. Follow us on Twitter, LinkedIn, Instagram, Facebook