How To Get Your Team To Treat Clients The Way You Would.
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How To Get Your Team To Treat Clients The Way You Would.
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Dawn Cunningham, master trainer at Nexstar Network, makes a clear case that strong customer service starts at the top. Technology has changed how customers expect speed and convenience, but the fundamentals still matter: listen well, value employees, and build systems that support consistent service. She shares practical hiring, onboarding, and leadership habits that help teams perform better.
Key Takeaways
- Customer experience improves when owners and managers reinforce the right behaviors instead of rushing calls and interactions.
- If employees feel valued, heard, and recognized, they are more likely to carry that mindset into customer interactions.
- Hire for personality and service orientation, not just the resume. The right attitude is hard to teach.
- Use structured interviews and group evaluation to identify people who genuinely want to serve others.
Timestamps
(04:48) Why listening to employees matters for service businesses and customer-facing teams.
(07:51) The "win, win, win" mindset: taking care of employees changes how they treat customers.
(09:11) Helping CSRs connect the dots between company benefits, recognition, and performance.
(14:00) Round-robin interviewing: a fast, structured way to evaluate candidates as a team.
(20:59) Revenue and consistency: a coach can help, but leaders need repeatable systems.
About The Guest
Dawn has spent her entire career in customer service, with more than 42 years of experience, including work alongside professionals in plumbing, electrical, HVAC, and even motorcycle mechanics. She has dedicated her career to helping teams grow their confidence, strengthen their skills, and recognize the impact they have on the people they serve. Known for her energy and authenticity, Dawn lives by the philosophy "Elevate with intention."
Connect with Dawn
- Instagram: @crimson_dawn67
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