Ep 15: Dr. Bee Leng Seow on the Evolution of Customer Service

Send us Fan MailHow do you smile through a mask? How do you make a deeper connection with your customers in this era of physical distancing? How has customer service, as we knew it, evolved today? That’s what Vinay talks about in this episode, with none other than Certified Professional Facilitator, Service Excellence Evangelist and author of ‘S.E.R.V.E.’ and ‘To Serve with Love’, Dr. Bee Leng Seow (PhD) of Continuum Learning, to share trends, stories, insights and some laughs too!  [04:24s] Challenges facing customer service today   [7:18s] Contact-less customer service [12:28s] Helping service professionals stay positive[18:35s] “The language of service has evolved.”[23:30s] RWL Dr. Seow’s recommendations to read:“Service Safety in the Pandemic Age,” (2020), Journal of Service Research“An ‘Essential Services’ Workforce for Crisis Response,” (2020) Journal of Public Policy & Marketing“Adapting Customer Experience in the Time of Coronavirus,” (2020) McKinsey & Company[29:50s] A peek into Lance Peppler’s ‘Exponential Organisations’ podcast What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! [email protected] with Dr. Seow on LinkedIn.  Connect with Vinay on Twitter, LinkedIn or email him at [email protected] Subscribe to us on your favorite podcast platforms including Google Podcasts, Apple Podcasts, Spotify, Overcast, Stitcher, Castbox, Podcast Addict, Podchaser, Listen Notes, Castro, Jio Saavn, to stay updated on new episodes every week. This podcast is brought to you by C2C-OD, your Organizational Development consulting partner ‘Bringing Strategy and People Together’. Follow us on Twitter, LinkedIn, Instagram, Facebook