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445: Grace Under Pressure: How to Triumph in Customer Service with Angela Black
Join Elzie and Angela Black, the revered Customer Queen, as they unravel the art of turning customer service lemons into loyalty lemonade. Discover how a small desk mishap with Amazon blossoms into a masterclass on maintaining grace under pressure.
Angela's candid tales from the frontline of sales—complete with hang-ups and tears—will equip you with the emotional armor necessary to conquer customer service battles. Meanwhile, Elzie underlines the importance of gratitude, and the pursuit of entrepreneurial dreams.
This is not just about keeping customers but it's a deeper dive into why "all money is not good money" and how to respect your business boundaries. Eager for the blueprint to customer recovery and professional poise? Tune in for insight that balances humanity and business, with a sprinkle of tough love.
Episode Highlights:
09:11 - I surround myself with people who are doing really well in business and I learned from them. That's what I didn't do and the mistake that I made the first two times was I didn't surround myself with a community of people that were supportive and understood what it's like to be an entrepreneur. I didn't get the help that I needed. I didn't invest in myself, and now I do.
17:54 - Things that you can delegate to people, delegate. And I know people have tight budgets. That's why I say hire your teenage kids, if you have kids that you can hire, but also look into hiring a VA. There are a lot of VAs that are overseas that you could hire to do some of these personal touches for you, even if it's send an email directly to a person and not a mass email.
23:58 - It makes it easier for me to help a larger amount of people because I see there are so many people who have just not even thought about their customer experience, and you're also going to find out how to build your customer journey from the very beginning, where they find out about your business to the time they purchase from you and beyond. That whole customer journey, I'm going to teach you how to build it out and how to plan it.
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