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Brian Kwong Salesforce WizardMark Ross Salesforce Yoda

Importance of Customer Service with Dr. Natalie Petouhoff

WizardCast Episode 105

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Dr. Natalie Petouhoff shares her thoughts on Customer Service.  She has a PHD of Engineering from the University of California, Los Angeles. She’s a connoisseur of customer service and is passionate about making the world a better place.

Show Overview

0:00 A very Marky-doo mystery (Thanks Jen Bowen and Ben Bolopue)
1:34 Intro
2:34 Hopping Joke. Thanks Christina Nava
3:15 Customer Service with Dr. Natalie Petouhoff
7:00 Personal Branding and Customer Service – keeping your promise 9:10 “At the end of the day we’re all people” – Dr. Natalie Petouhoff
10:00 A corrosive story example
16:00 How does this apply to Salesforce Admins?
22:00 Write your own mission statement
29:30 Letters to phones, to computers customer service – History
37:45 How many fortune 500 companies have disappeared from social word of mouth?
40:00 Why are businesses so resistant to good customer service?
43:25 Are you on the bad customer list?
45:00 What do you want the word of mouth about you to say?
47:25 Thanks Gavin McElwee!
50:11 How to find Dr. Natalie PetouhoffDr Natalie Petouhoff 50:30 What’s your mission statement? What are you doing on a daily basis? 52:30 Share your mission statement & thoughts on twitter with #CustomerServiceRevolution
53:58 Outro
56:04 Post Outro

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Audio and Music provided by: Cherry (Instrumental Version) (Josh Woodward) / CC BY 4.0 Sounds from: http://www.freesfx.co.uk episode!

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