Amazing Business Radio · 2026-05-26 · 21 min
Listening, Learning, and Problem-Solving with Empathy Shep interviews Rob Jolles, keynote speaker, five-time bestselling author, and host of The Presentation Whisperer Show. He talks about the importance of authentic communication, empathy, and intent in delivering exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the role of frontline employees in shaping a company’s customer experience? How can handling customer complaints effectively lead to customer loyalty? What steps should customer service teams follow when responding to complaints? How does authentic communication strengthen customer trust? How does empathy impact the outcome of customer service interactions? Top Takeaways: Everybody who interacts with customers, regardless of the job title, is in sales. Every conversation, whether answering a question or dealing with an issue, is an opportunity to sell the brand and what it represents. Saying "sorry" reflexively when a customer calls about a problem can feel empty. Instead, focus on listening to the customer and gathering more information.
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