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EPISODE #33

Erik Pfannmöller:
Best Practices from Customer Service Pioneers

A look back at 32 episodes of "The Art Of Customer Service“

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Executive Summary

As mentioned in earlier episodes, Solvemate was acquired in March 2021 by Dixa, the all-in-one, intelligent customer service platform. With the objective of joining forces and keeping on delivering high-quality content with top-notch guests, future podcasts will be hosted by Dixa. 

In his last episode as a moderator, Erik Pfannmöller goes over the key learnings processed and retained while discussing with customer service thought leaders over the past two and a half years.

In This Episode, You’ll Discover

  • Why customer service should be at the heart of any business strategy
  • What are the key customer service KPIs to follow
  • How empathy is a core driver in customer service 
  • How to wisely choose a CRM system and smartly implement it
  • What does it mean to build an international multi-language team with country-specific standardized answers based on cultural differences
  • Why there should be an overarching goal between Marketing and customer service
  • How to shift your customer service to remote and still deliver a stellar service experience
  • How to develop long-term thinking in a crisis and why proactive, clear, and transparent communication with customers is key 
  • What is value-oriented communication and why you should focus on the long-term oriented customer relationship.

Chapters

This episode of The Art of Customer Service covers the following

1. 00:00:00 Introduction to the topic

2. 00:07:17 Episode 1-6

3. 00:12:09 Episode 7-10

4. 00:18:38 Episode 11-18

5. 00:19:39 Episode 19-24

6. 00:23:57 Episode 25-32

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Explore The Art of Customer Service

Stefan Moritz: The importance of Service Design | #32

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Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

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