111: Creating a Customer Service Revolution

Creating a customer service revolution doesn’t have to be complicated. It’s actually pretty simple. It requires effort and a willingness to view your company and employees from the customer’s perspective.

The number-one thing to remember about customer service excellence is that you’re in the customer perception business. It doesn’t matter what you think about your customer service policies and procedures if the customers aren’t in agreement. Why do so many of us overrate the experiences we provide?

In this episode of The Customer Service Revolution podcast, you’ll hear John DiJulius, Chief Revolution Officer of The DiJulius Group, present a keynote at the Customer Service Revolution Conference in Cleveland on Nov 7th, 2022. The presentation was based on John’s bestselling, ground-breaking book, The Customer Service Revolution.

John explains why you have to understand that price, convenience, and other factors are irrelevant because they want the experience you offer. He also breaks down the three pillars of the customer experience action statement, what it means to be a duck during customer interactions, and why a smile should be part of the uniform.

Here are just a few takeaways:

  • Why you’re in the customer perception business
  • How to make price, convenience, etc., irrelevant to your customers because they want the experience you offer
  • The need for a customer experience action statement and what it does for employees
  • What TOMA and ATOM stand for and how to implement them
  • What the three pillars of the customer experience action statement are
  • What a Customer Bill of Rights is and why you need it
  • How to be a duck when it comes to customer interactions
  • Never make the customer wrong and instead make it right
  • Never criticize team members, competitors, or make excuses
  • A smile is part of the uniform
  • Creating a shortlist of nevers and always propels the customer experience
  • Building instant rapport with people has a huge impact on your professional and personal lives
  • The greatest give you can give is your attention

Resources mentioned:


The Customer Service Revolution Podcast

Order John’s books

The 2023 Customer Service Revolution Conference

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

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.