259 : Solving Toxic Customer Service Culture

We have created a monster. Over the years our quest to please the customer has turned toxic as it ignores the well being of our staff and enables entitled, rude, and even abusive behavior. All this in the name of the miss guided notion that "The customer is always right". In today's episode we will be exploring this toxic customer service culture, what is behind it, what its impacts are, and how to begin the process of replacing it with a heathy culture of boundaries and support that create a great experience for both staff and customers alike. Link: Food and Wine article Related Episodes: The Customer service pro is not Always Right 151 : How to Respond and React to Negative Feedback : 5 Step Process 248 : The 5 Elements of Resourcing your Team 244 : Top 10 Ways to Lose Employees 019 : 10 Reasons to Love the Customer w/ Chris Deferio Need consulting? Reach out! chris@keystotheshop.com The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service