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In this episode, we talk about the emotional side of customer service with long-time colleague, Shannon Roddy. We discuss customer service through the lens of some of the best companies in the world, like Zappos and Southwest Airlines.

Shannon gives tips about how hiring the right staff with positive and empathetic attitudes can play a key role in connecting with your customers.

Shannon is the founder of Marketplace Seller Courses, online courses, resources and tools for Brands selling on Amazon. Shannon has worked with over 85 brands, manufacturers and private labels to set up, optimize and launch their products on Amazon. The course was built on seven years of Amazon consulting knowledge that helped launch over 23 #1 New Releases, four #1 Best Sellers and 29 Amazon Choice products.

Show Outline

• (0:39) Introduction to Shannon.
• (4:27) The importance of creating an emotional connection with your customers
• (10:35) “Companies care about customers, but people care about people.”
• (11:42) Authenticity creates trust, Personality creates engagement
• (15:15) Social value vs, market value. [Book: Predictably Irrational by Dan Ariely].
• (16:00) Hiring your customer service team [Book: Courageous Leadership by Bill Hybels].
  • The three C’s. Hire people passionate about customer service.
    • Character
    • Competency
    • Chemistry/Culture
• (17:57) Hire people who are passionate about customer service and love helping people.
  • Strengths Finder 2.0. [Book: StrengthsFinder 2.0 by Tom Rath].
  • [Book: Good to Great by Jim Collins].
• (31:20) Hiring friends and family?
• (35:38) Create an environment for outstanding customer service?
  • All of these are rooted in trust and based on the character of the people you hire.
    • Autonomy
    • Freedom
    • Empowerment
• (37:40) Connect with Shannon!
  • Shannon Roddy on LinkedIn: https://www.linkedin.com/in/shannon-roddy/
  • A video we recorded with Shannon, “Creating a Sales Boosting Amazon Customer Service Experience with SellerSmile.”

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A post shared by SellerSmile (@sellersmileteam) on Aug 16, 2019 at 5:55am PDT