Chris talks about:

· The difference between telling vs. influencing employees

· How to improve patient experience

· The results of behavioral science in his practices

Books: Influence: The Psychology of Persuasion: https://amzn.to/3ergeOY and Pre-suasion: https://amzn.to/3xnoyrD

His note to all customer service professionals"
“Find a connection and something that you can praise your customers about if possible”.

 

 

Learn about all the guests book recommendations here

 

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here

 

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