Episode 51

Truly Exceptional Customer Service

Matt Havens

Brought to you by your hosts:

Hannah Brenner
L&D Specialist
Derek Smith
L&D Specialist
With special guest:
Matt Havens | The Jeff Havens Company
Engaging. Hilarious. Unique. These are just a few of the words that Matt uses to describe himself. Fortunately, others seem to agree. For the past decade, Matt has worked in various leadership roles at a Fortune 50 company in areas as diverse as marketing, employee retention, and management. As a result of this expertise, Matt has crafted multiple keynote presentations to address some of the most pressing issues today’s businesses face. Two of his best known keynotes are, Stop Acting Your Age! An Entertaining Keynote to Help You Avoid Generational Warfare and You’re Not an Acronym – A Practical Approach To Leadership. Matt has quickly become a must-have for any event where audiences want to learn something new while laughing at the same time. You’ll soon learn why one of Matt’s clients has called him “both the funniest and most informative speaker I have ever heard in my life.”


This week, we welcome another Havens brother – the legendary Matt Havens.

Matt’s here to talk about customer service, and how customer service is a serious competitive advantage and a key to client and customer retention.

We live in a digital age, where exceptional customer service can go viral – and bad customer service can too!

To remain in favor with your customers, it’s important to do a few things – be authentic, honest, and human.

Being authentic in customer interactions is about acting with integrity. There will be times where your customer service misses the mark – perhaps a delivery will be late, or perhaps your software was down for an extended period of time.

When these moments occur, an authentic, honest conversation needs to occur. Most companies and people you do business with will be understanding.

However, part of delivering exceptional customer service is doing everything you can to make sure that mistakes are avoided as much as possible.

By working to deliver on your promises, and hosting honest, authentic conversations when you cannot, you’re doing a lot to deliver great customer service.

We asked Matt about some of the challenges that B2B companies face when trying to win loyalty and brand love.

Matt admits that this is certainly more challenging, but business is about relationships – be personal, and understand that even when you speak to a representative of a company, they’re still a person – so be human!

Customer service is crucial to your business success – if you nail customer service, you’ll get repeat business, and we know that it’s easier to sell to existing customers than it is to find new ones!

Customer service is about teaching respect and acting with integrity – with the right approach, and commitment, your organization can gain a serious competitive advantage!

When you’re finished listening, be sure to download this week’s related resource, and thanks for listening to The BizLibrary Podcast!