Episode Title: “Phone Zombies & Blank Stares”

Framework Used: SERVE (Smile, Engage, Relate, Verify, Extra Mile)

Reddit Post Read in Full:“What happened to customer service?” — r/TalesFromTheCustomer

Summary

"It's a Blast to Serve" - Episode 1: Phone Zombies

This inaugural episode of the customer service podcast introduces host Keith Hessel, founder of Serve Business Consulting, and his mission to transform customer service disasters into five-star experiences using the SERVE method (Smile, Engage, Relate, Verify, Extra Mile).

Key Topics Covered:

The Phone Zombie Problem: Keith addresses the epidemic of retail and service employees being distracted by their phones while on duty. He shares observations of workers scrolling through social media, face-timing, or otherwise disengaged while customers wait for assistance.

The SERVE Method Breakdown:

Smile: Sets the tone for the entire interaction
Engage: Make eye contact, actively interact with customers
Relate: Build connection through small talk and acknowledgment
Verify: Confirm you've addressed their needs
Extra Mile: Do something memorable, even small gestures

Career Perspective: Keith emphasizes that excelling in customer service roles—even entry-level positions—is the pathway to advancement. He challenges the "minimum wage, minimum effort" mentality, arguing that demonstrating excellence is how you move up in any organization.

Call to Action: Listeners are invited to submit their own customer service stories (good, bad, or ugly) at servebc.com/blast for potential feature in future episodes.

Features

Resources

Podcasts

It's a BLAST to SERVE - Where Customer Service Meets Strategy