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CTP (S4ESepSpecial2) Customer Service Hell
We talk with Tom Van Der Weel about what 100,000+ monitored business calls reveal about customer service, leadership, and the quiet moments that make or break trust. We dig into why “being nice” is not enough, how bad metrics create bad behavior, and what a more human customer experience looks like as technology and AI keep expanding.
• Tom’s Iowa background and the Dutch roots of Pella
• What “this call may be monitored” really means in quality assurance
• The funniest and most alarming real call stories Tom can share
• Why most customer interactions are mundane and why that matters
• The holy trinity of customer satisfaction: resolve the issue, be courteous, respect time
• How offshoring, self service, and AI shift expectations, especially for Gen Z
• The three minute call limit story and how leadership metrics can trigger hang ups
• What strong customer experience leadership looks like in practice
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