Episode description

Join Todd Kirk as he gives a short recap of Tuesday's episode with Debra Wilson, head of marketing at Brainstorm. Debra's conversation shares insights on how to handle customer dissatisfaction and breaches of trust.

She also highlights the significance of building a positive relationship with customers before anything goes wrong. Learn how you can put her insights into action in your role!

Takeaways

• Understand the customer's perspective and actively listen to their concerns.
• Focus on what can be done to make it right for the customer.
• Build positive relationships with customers before anything goes wrong.
• Develop empathy for customers by examining personal reactions to negative experiences.

Contents

• 00:00 Introduction
• 02:23 Making It Right for the Customer
• 03:45 Turning Negative Situations into Positive Ones
• 04:41 Building Positive Relationships with Customers
• 05:39 Developing Empathy for Customers
• 06:34 Conclusion

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred