Episode Title: “Phone Zombies & Blank Stares”
Framework Used: SERVE (Smile, Engage, Relate, Verify, Extra Mile)
Reddit Post Read in Full:“What happened to customer service?” — r/TalesFromTheCustomer
Summary
"It's a Blast to Serve" - Episode 1: Phone Zombies
This inaugural episode of the customer service podcast introduces host Keith Hessel, founder of Serve Business Consulting, and his mission to transform customer service disasters into five-star experiences using the SERVE method (Smile, Engage, Relate, Verify, Extra Mile).
Key Topics Covered:
The Phone Zombie Problem: Keith addresses the epidemic of retail and service employees being distracted by their phones while on duty. He shares observations of workers scrolling through social media, face-timing, or otherwise disengaged while customers wait for assistance.
The SERVE Method Breakdown:
- Smile: Sets the tone for the entire interaction
- Engage: Make eye contact, actively interact with customers
- Relate: Build connection through small talk and acknowledgment
- Verify: Confirm you've addressed their needs
- Extra Mile: Do something memorable, even small gestures
Career Perspective: Keith emphasizes that excelling in customer service roles—even entry-level positions—is the pathway to advancement. He challenges the "minimum wage, minimum effort" mentality, arguing that demonstrating excellence is how you move up in any organization.
Call to Action: Listeners are invited to submit their own customer service stories (good, bad, or ugly) at servebc.com/blast for potential feature in future episodes.
Feb 2 202622 min