Customer Service Academy

In this episode, I will share my approach to customer data, feedback, and action 1.  Front line managers need quick access to real-time data 2.  Don't neglect customer verbatim comments 3.  Taking action on what you hear will take a disciplined and intentional approach to execution   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/

In this episode, we speak to the team at Zan Compute about how they are using technology to make the lives of employees, building occupants, and visitors better (and safer) through their innovative technology.   Understand the pain points and provide the right solutions for your customers and clients The best technology enables users while being flexible enough to meet their needs Clean and safe environments are the number one priority to returning employees and visitors Validation and seamless integration will be important uses for evolving tech within building operations Successful businesses take the time to learn their marketplace and stay informed https://www.zancompute.com/ sales@zancompute.com     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Cust

Happy Thanksgiving!  In this episode I share the top things we can learn from the first Thanksgiving (and the holiday in general) to make your life better and grow your business 1.  Now is the time to reach out and deepen relationships 2.  Innovate in the spirit of adaptability and creativity 3.  Re-dedicate yourself to gratitude and the celebration of successes at work and in your life   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/Recipeforse

In this episode, I interview Ed Snowden, executive sales leader, about cultivating and retaining customers and clients. Listening to your clients will help you understand their unmet needs and how you can help them. You must be able to simply articulate your vision and value you bring to your customers and clients You must bring likeability and credibility to the sales process to be successful Offering proof points about successes and ROI will help you showcase your value to drive retention   Contact Ed at https://www.4xiconsulting.com/   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | A

In this episode, I talk about how to be intentional with your hospitality strategy and execute it across your organization. 1. Lead with "yes"   2. Engage with empathy   3. Accelerate behaviors   4. Celebrate the win   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.fa

In this episode, Raul Galera joins us to discuss marketing and referrals. Your front line employees are the face of your organization People want to share recommendations with friends and family to be helpful Start with your customer in mind and a clear post-purchase path If you recommend a product or service you are putting your name on the line Referral and affiliate marketing can help you reduce your customer acquisition costs     It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.

In this episode, I talk about the 3 ways great customer experience can fuel your growth: Happy customers spend more Satisfied customers will recommend you Retaining customers is cheaper than finding new ones   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.

In this episode, I share how Halloween Horror Nights at Universal Studios hit all the right notes for CX this season. Amazing Details Seamless Customer Journey Prioritizing Safety Sales Building Opportunities    It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.faceboo

Great leaders maximize their time and put that time to great use within their businesses.   You have to begin by committing to remove or delegate away tasks that sap time and energy Understand when to say no in your life and business (not to your guests) Understand that you can't continuously chase "more" in your life   Visit https://www.killbusy.com/ for a copy of Garland's book.   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/Recipefo

In this episode, I will share tips for maximizing the impact of Customer Service Week.  CX week is the first week of October and CX day is October 5. - Keep it simple - Create company wide awareness - Make it memorable through storytelling   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Fa

No matter what title you give your CX leader, here are the best tips to recruit and select the right person.   Invest in the right person in terms of salary, level of authority, and cultural fit Select a CX professional who has spent time in operations and leading teams Choose a leader who understands that results matter and feels responsible for deployment and ROI   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  h

Labor day is the time to ensure your team feels celebrated and enabled. Communication will drive understanding Training enables execution Recognition reinforces behaviors   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://ww

In this episode, I talk about the keys to creating a world class training program for your customer experience. Start with the end in mind Focus on behaviors Design content for all learning styles Recognize and celebrate those who perform well after training It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.ti

In this episode, I interview the dynamic duo at AmFund about creating amazing donor and member experiences: Set expectations through clear communication Sharing the "why" and the mission makes membership and giving meaningful When donors feel included in the successes it gives their donations value Ask donors why they give and what success looks like for them Find ways to emotionally connect with your donors to deepen relationships   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservic

In this episode, I talk about the 7 pieces of providing amazing customer experiences for your clients and customers. Safety Service Urgency Execution Memories Expectation Inclusiveness   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Mu

In this episode, I talk to Peter Roles of 4xi Consulting about the challenges of employee engagement and delivering quality in remote locations. Staff in a remote location are looking for a satisfying meal, comfortable lodging, and clean uniforms to help fuel their work. Leveraging technology in the field is a fantastic way to keep teams connected to their families - which is important to their overall mindset Supply chain is crucial to delivering services within the remote site environment Even the smallest special events can motivate employees Community connectivity matters to ensure you mesh well in the local environment   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock

In this episode, I talk about the importance of communication in today's service environment. 1.  Great communication is needed both with your teams and your guests, clients, and consumers. 2.  With so many people being cooped up for so long during the pandemic, people have forgotten how to relate to one another 3.  The fundamentals of body language, positivity, and relationship building will continue to help you build trust and loyalty.   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice

In this episode, I interview Bennett Bennett from Mashgin about technology, deployment, and customer self service:   - Educating customer is  key to removing the mystery from technology and empowering users   - Infrastructure must be a consideration of any organizational improvements, including technology   - Self service is about providing options - so ensure that customers have a path that makes sense for them   - Enabling self service frees up employees for higher value tasks, such as guest engagement and stocking shelves   It's time for the great service comeback!   bennett@mashgin.com   blog.mashgin.com     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   To

In this episode, I talk about how to tour your locations and take action to coach your team in the moment You can't lead your team from your office You have to walk your locations and tour with purpose Make sure your team is in the right roles at the right time in the right place   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/

In this episode, I discuss the importance of tradition and the leadership lessons we can learn from our founding fathers. The 4th of July teaches us the power of ritual and culture, as well as the inspirational leadership of John Adams. -Be passionate -Know what you stand for -Beware jealously -Value Family   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.insta