Mark Colgate's guest appearances

Mark Colgate

The Dreamcast

Crack the Customer Code

Evolved Radio

The Dreamcast Podcast with Daniel Budzinski

The CX Guru

Michael Bartlett

Ann Handley

Tom Schwab

Mark Podolsky

Jesse Cole

John Warrillow

Dan Reese

Peter Shankman

Jay Baer

Bob Burg

Mark Sanborn

Jeffrey Shaw

Brian Solis

Matt Phillips

Stacey Hanke

OwlTail

Mark is a Professor of Service Excellence at the University of Victoria, Gustavson School of Business. Author of "The science of service, the proven formula to drive customer loyalty and stand out from the crowd." Available on Amazon. Mark has done work with the govt. Of British Columbia, Telus, Whistler Blackcomb and the Commonwealth Bank of Australia.

Mark is a Professor of Service Excellence at the University of Victoria, Gustavson School of Business. Author of "The science of service, the proven formula to drive customer loyalty and stand out from the crowd." Available on <a href="https://amzn.to/2TeGsZ3" rel="noopener nofollow" target="_blank">Amazon</a>. Mark has done work with the govt. Of British Columbia, Telus, Whistler Blackcomb and the Commonwealth Bank of Australia.

ERP039: Mark Colgate - The Science of Service

Jeannie and Adam uncover the science behind consistently great customer service with Mark Colgate, author of The Science of Service. Get customer service down to a science The problem with customer service is not making it great, but making it consistently great. It is impossible to make people do, think and feel the same things. What is great for one customer may be terrible for the next, or simply may not work out the same way in every situation. So how can we know our service is always great for every customer? And more importantly, how do we hold employees accountable for this?  “You can't tell someone they are accountable. They will reject that." -Mark Colgate  However impossible this may sound, Mark Colgate, Ph.D has it down to a science! In fact, his latest book is all about how you can take a scientific approach to delivering consistently great customer service.  “There’s a really clear science to service.” -Mark Colgate  This episode is chock-full of actionable highlights from Mark’s book, the Science of Service. Not only does he share some of his best tips and examples, but he gives you what you need to develop a framework for consistent service you can use today!  “You can even take the science of service and build a community around great customer service.” -Mark Colgate  Here’s an overview of what you’ll learn:  Not only is consistency important in customer service, but Mark explains why it is the most important. [3:23] Mark shares his F.A.M.E model so you can dig in and develop your framework. [6:53] One big key to consistent service is giving customers cognitive control. Here’s how that works. [9:35] What does this look like in action? Mark shares a first-hand case study and tips for rallying employees. [14:30]  Are you ready to get consistently great customer service down to a science for your organization? Then put on your lab coat and listen in! About our guest Mark Colgate is a Professor of Service Excellence at the University of Victoria, Gustavson School of Business. His teaching roles have taken him all over the world, including regular assignments at the China European Business School in Shanghai, the U.K., Ireland and New Zealand. An expert in customer service excellence, Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, Whistler Blackcomb, Kiwi Experience, Sony, Toyota and many areas of the BC and UK government. Connect with Mark  Twitter Website  Related Content  360Connext® post, How to Create the Most Spectacular Customer Service Disasters Customers That Stick® post, How to Get Your Team to Deliver Consistent Customer Service Episode 342: Ruben Ocampo, Service Design Episode 328: Customer Service Phrases that Are a Problem We’re on C-Suite Radio! Check it out for more great podcasts Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie and Adam uncover the science behind consistently great customer service with Mark Colgate, author of The Science of Service. <h3>Get customer service down to a science</h3> The problem with customer service is not making it great, but making it consistently great. It is impossible to make people do, think and feel the same things. What is great for one customer may be terrible for the next, or simply may not work out the same way in every situation. So how can we know our service is always great for every customer? And more importantly, how do we hold employees accountable for this? <blockquote> “You can't tell someone they are accountable. They will reject that." -Mark Colgate </blockquote> However impossible this may sound, Mark Colgate, Ph.D has it down to a science! In fact, his latest book is all about how you can take a scientific approach to delivering consistently great customer service. <blockquote> “There’s a really clear science to service.” -Mark Colgate </blockquote> This episode is chock-full of actionable highlights from Mark’s book, the Science of Service. Not only does he share some of his best tips and examples, but he gives you what you need to develop a framework for consistent service you can use today! <blockquote> “You can even take the science of service and build a community around great customer service.” -Mark Colgate </blockquote> Here’s an overview of what you’ll learn: <ul> <li>Not only is consistency important in customer service, but Mark explains why it is the most important. [3:23]</li> <li>Mark shares his F.A.M.E model so you can dig in and develop your framework. [6:53]</li> <li>One big key to consistent service is giving customers cognitive control. Here’s how that works. [9:35]</li> <li>What does this look like in action? Mark shares a first-hand case study and tips for rallying employees. [14:30]</li> </ul> Are you ready to get consistently great customer service down to a science for your organization? Then put on your lab coat and listen in! <h3>About our guest</h3> Mark Colgate is a Professor of Service Excellence at the University of Victoria, Gustavson School of Business. His teaching roles have taken him all over the world, including regular assignments at the China European Business School in Shanghai, the U.K., Ireland and New Zealand. An expert in customer service excellence, Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, Whistler Blackcomb, Kiwi Experience, Sony, Toyota and many areas of the BC and UK government. Connect with Mark <ul> <li><a href="https://twitter.com/mark_colgate" rel="nofollow" target="_blank">Twitter</a></li> <li><a href="https://markcolgate.com/" rel="nofollow" target="_blank">Website</a></li> </ul> <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/customer-service-disasters/" rel="noopener nofollow" target="_blank">How to Create the Most Spectacular Customer Service Disasters</a></li> <li>Customers That Stick® post, <a href="https://customersthatstick.com/blog/how-to-get-your-team-to-deliver-consistent-customer-service/" rel="noopener nofollow" target="_blank">How to Get Your Team to Deliver Consistent Customer Service</a></li> <li>Episode <a href="http://crackthecustomercode.com/342-ruben-ocampo-service-design/" rel="noopener nofollow" target="_blank">342: Ruben Ocampo, Service Design</a></li> <li>Episode <a href="http://crackthecustomercode.com/328-customer-service-phrases-problem/" rel="noopener nofollow" target="_blank">328: Customer Service Phrases that Are a Problem</a></li> <li>We’re on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="noopener nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul>Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

349: Mark Colgate, The Science of Service