Learn the secrets of the best customer service

Milton Collins a man of many talents. He’s the former CEO of Federation Square, where he spent his days running the Transport Hotel Group. He’s headed up an importing and distribution business, and even spent time as the owner of a horse and cattle stud. He’s renowned for his business nous and is a sought-after and award-winning business coach and CX expert. Most recently he’s turned his hand to writing – and his new book, Delight, Disrupt Deliver, is chock-full of great advice for small business owners looking to create a great customer experience to attract more sales. Episode notes In this episode, Milton unpacks: 1:08 – Why customer experience is so important to business success 3:00 – First steps to a great customer experience 6:15 – Important customer service tips for eCommerce businesses 9:45 – Training your staff to be great at customer service 12:45 – Milton’s extensive business experience – what he’s learned 15:20 – How to utilise chatbots for customer interactions 17:35 – How to personalise the customer journey and convert first-time visitors 20:30 – Building strong customer/client relationships 23:05 – Practical examples for taking customer service to the next level 26:15 – Dealing with negative reviews and learning from mistakes 28:50 – How emotional intelligence training boosts customer experience 30:05 – Appreciating + rewarding repeat customers/clients 31:55 – Benefits of a customer relationship management system (CRM) 32:50 – Building the ‘wow’ factor into your customer interactions 34:00 – Why customer experience is all about trust 37:50 – Creating a customisable, personalised experience for each customer 40:35 – How solopreneurs can build customer loyalty and word of mouth referrals Learn more about your ad choices. Visit megaphone.fm/adchoices