Busting Out in Real Life: How One City Reenergized Customer Service Delivery

Book cover final BOSF

When I started looking into the concept of Service Fatigue in early 2020, I had no idea a pandemic was on the way that would cause our capacity for excellent customer service delivery to plummet. Since then, I’ve been working through my Bust Out of Service Fatigue program and sharing it with key teams in need of a boost. Here, join me for a quick conversation with Patrick Maurer of the City of Tempe, as he shares how helpful it was to share these tools and learnings with employees across the city.

Meet Laurie Guest

Meet Laurie Guest

An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to-resource” for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement. Her latest book, The 10¢ Decision: How Small Change Pays of Big, presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences.

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