044: Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization. 

You will learn:

  • What it means for an organization to be Zero Risk
  • How easy are you to do business with?
  • How to determine the most common places your company drops the ball
  • How to create systems and processes to prevent those from happening
  • How to build in-service recovery processes for your employees to handle when they do happen
  • How you can turn a customer who had something bad happen to them into a customer for life. 
  • How being Zero Risk dramatically increases employee morale 

Resources mentioned:




The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.