The Power of Customer Service: Communication, Empathy, and Growth with GDS Link’s President and CEO, Paul Greenwood

In this episode, Rich and Paul discuss the fundamental role of customer service in driving business growth. Their research findings indicate that 61% of customers switch to competitors following negative service experiences. The hosts emphasize the significance of excellent communication, over-communication, and cultivating partnerships with clients.

Key Points:

  • Importance of clear communication and being a reliable partner to clients.
  • Best practices for handling errors, gathering requirements, and implementing changes.
  • Differentiating between empathy and sympathy, focusing on the importance of empathy in understanding customer problems.
  • Exploring the concept of “white glove service” and its impact on making clients look good in front of their peers and management.
  • Addressing challenges related to time zones and providing steps to minimize their impact on client interactions.
  • Encouraging a mindset of not blaming clients and being open to seeking help when needed.
  • Recognizing the value of the Net Promoter Survey in measuring customer satisfaction and loyalty.

Through this episode, Rich and Paul underscore the power of customer service as a catalyst for business growth. They offer practical insights and strategies for effective communication, empathy-driven interactions, and cultivating a customer-centric approach.


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