The Expedia Roadmap with Shannon Martin | Improve Customer, Employee, and Company Results

In this episode we talk about the 90 day roadmap to customer excellence with Shannon Martin, the Senior Director, Travel Partners Group PMO at Expedia Group. We talk about where to start in getting your roadmap going and how to get it into the mindset of your customer service team. We talk about how to gather data and the best ways you can go about understanding what your team is working with and what issues your customers are facing. Shannon shares an awesome tip on what you can do to end your call on a more positive note with your customers. How to start thinking about the 90 day plan 1:51Gather data 4:02Extracting the right information 5:39Where to go next 7:45Ending your call on a positive 9:46Where to go last 11:57 Last piece of advice 15:58“In the customer service world I think customer service people are naturally designed to do this, but you always want to start with the customer’s problem. What problem are you trying to solve? And so once you understand what problem you’re trying to solve, then you can think about, ‘OK, what are the processes that impact that problem? How does the customer get to the point where they have that problem?’” 2:50 https://www.linkedin.com/in/slearmartin