Talkin' Customer Service w/Jeremy Mifsud (Episode 96)

What this episode covers

In this episode of 'It's About Payroll', hosts Brian Escobar and Walter William Duncan III discuss the importance of focusing on the impact of payroll operations on company employees. They also emphasize the significance of proactive communication, implementing feedback mechanisms, and continuously improving payroll processes. Further into the conversation, they highlight the impact of poor customer service on employees' job satisfaction and morale. The hosts then welcome Jeremy Mifsud, Head of Customer Success at Buddy - an HR and Payroll platform. Jeremy shares his transition into payroll, the fulfillment he finds in the role, and the emphasis Buddy puts on making employees' lives better. He also discusses the strategies Buddy uses to improve customer experience. 00:00 Introduction and Motivation 00:16 Welcome to the Payroll Podcast 00:39 The Importance of Customer Service in Payroll 01:22 Three Key Tips for Payroll Pros 09:46 Guest Introduction: Jeremy Mifsud 10:35 This episode is presented by TimeTrakGO 12:05 Jeremy's Journey into Payroll and Customer Service 17:29 The Impact of Attitude in Customer Service 18:24 Transition from Phone to Live Chat Support 21:27 Multilingual Background and Learning New Languages 21:54 The Unique Language of Malta 22:31 The Aging Payroll Industry and the Need for Young Professionals 23:43 How to Get Young People Excited About Payroll 23:58 The Impact of Payroll on People's Lives 26:19 The Importance of Employee Happiness 27:47 The Role of Cognitive Science in Customer Service 29:44 Career Path and the Move to Spain 32:21 Fun Game: This or That 36:01 Advice for Those Entering Payroll or Customer Service 37:11 Closing Remarks and Sign Off

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