When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving.
Shep speaks with Josh Liebman, an expert in handling complaints. Josh is a fanatic about the benefits of hearing complaints. He encourages companies to seek out constructive criticism in order to improve their way of doing business. Josh also explains how to recover from service failures and gain loyal customers. If you have customers (and I know you do), this this is a powerful must-listen-to episode of Amazing Business Radio!
Josh Liebman is the Director of Business Development at Amusement Advantage, Inc. In this role, Josh has enabled numerous attractions to improve how they meet and exceed expectations, and then follow through by harnessing satisfaction and converting it to lifelong loyalty. With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting.
Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.
“Everyone is competing for the entertainment dollar, and the way that you get that dollar is through the experience.” – Josh Liebman
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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