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Building A Winning Culture From Within

How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty.

Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach.

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Top Takeaways:

  • There are six core reasons why frontline supervisors fail.
    1. Lack of interpersonal skills
    2. Lack of strategic skills
    3. Lack of conflict avoidance skills
    4. Lack of trust building skills
    5. Poor decision-making skills
    6. Poor training
  • Over 80% of people leave jobs because of their relationship with their frontline supervisor.
  • In today’s business world, frontline supervisors are just as important as senior leadership. They interact with customers and employees day in and day out.
  • Companies who retain their customers the longest establish an emotional connection with them. This includes (but isn’t limited to) being friendly, knowledgeable, trustworthy, and credible.
  • When a customer has a complaint, find ways to get alongside the customer instead of butting heads and creating conflict. Ask them questions so that they realize you’re on their side and want to help them solve their problems.
  • According to research, customers who’ve never had a negative experience with you are not as loyal as customers who’ve had a negative experience that was quickly resolved.


  • “Over 50% of people promoted to a front line supervisor role fail because they’re not developed and given the opportunity to learn.” – Jim Rembach
  • “Customer service skills comes from real life experience.” – Jim Rembach
  • “Our mindset will drive our behavior.” – Jim Rembach
  • “The power of relationship (between employees and management) is what drives customer engagement.” – Jim Rembach


Jim Rembach is the president of Call Center Coach. He previously helped AutoZone open their call center, which revolutionized the way stores, customers, and customer service agents interact. He is a founding member of the Customer Experience Professionals Association and currently hosts his podcast, the Fast Leader Show.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How do you handle customer complaints?
  2. What are organizations doing that prevents their employees from doing amazing work?
  3. How do you retain customers long term?
  4. What questions should you ask angry customers to better solve their issues?

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