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Human Risk द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Human Risk या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.player.fm/legal।
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David Wales on Risk Communication & Customer Service
MP3•एपिसोड होम
Manage episode 377815924 series 2845792
Human Risk द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Human Risk या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.player.fm/legal।
What we can learn about customer service and being more human from the fire service?
On this episode, I’m speaking with David Wales, who used to work in the fire and rescue service and has now switched to focus on product design and customer service.
In his role in the fire and rescue service, David wanted to understand why people didn’t always do the things that they were told. For example, rushing into dangerous situations to rescue pets or laptops.
What this reinforced is something that we all intuitively know; there’s a gap between the theory of what people should do and the realities of what they actually do. That means the advice people receive is often not helpful for the realities they’re facing. What makes sense to the fire service, in theory, might not match the realities of people’s personal experiences.
That led him to a career in looking at customer experience, where the human touch is equally important.
On the episode, we explore:
The Edelmann Trust Barometer: https://www.edelman.com/trust/trust-barometer
Elton John’s donation of a piano to St Pancras Station in London: https://stpancras.com/news-events/sir-elton-john-s-piano
John Legend playing the piano at St Pancras: https://www.standard.co.uk/showbiz/celebrity-news/john-legend-surprises-londoners-with-impromptu-performance-at-st-pancras-a3501956.html
Find David on LinkedIn: https://www.linkedin.com/in/davidatsharedaim/
Shared Aim, David’s company: https://www.sharedaim.co.uk/
…
continue reading
On this episode, I’m speaking with David Wales, who used to work in the fire and rescue service and has now switched to focus on product design and customer service.
In his role in the fire and rescue service, David wanted to understand why people didn’t always do the things that they were told. For example, rushing into dangerous situations to rescue pets or laptops.
What this reinforced is something that we all intuitively know; there’s a gap between the theory of what people should do and the realities of what they actually do. That means the advice people receive is often not helpful for the realities they’re facing. What makes sense to the fire service, in theory, might not match the realities of people’s personal experiences.
That led him to a career in looking at customer experience, where the human touch is equally important.
On the episode, we explore:
- David’s career from being a firefighter to understanding the human touch in product design and customer service;
- how human behaviour plays a vital role in crisis situations and the importance of tailoring safety messages to individual circumstances;
- risk communication and the importance of personalisation in organisations;
- how emotions significantly influence customer experiences and the challenges in achieving customer-centricity;
- the difficulties faced by organisations in achieving customer-centricity;
- how companies often choose solutions for us, not with us, creating an impersonal system, and how a change of focus could lead to a more pleasant customer experience.
The Edelmann Trust Barometer: https://www.edelman.com/trust/trust-barometer
Elton John’s donation of a piano to St Pancras Station in London: https://stpancras.com/news-events/sir-elton-john-s-piano
John Legend playing the piano at St Pancras: https://www.standard.co.uk/showbiz/celebrity-news/john-legend-surprises-londoners-with-impromptu-performance-at-st-pancras-a3501956.html
Find David on LinkedIn: https://www.linkedin.com/in/davidatsharedaim/
Shared Aim, David’s company: https://www.sharedaim.co.uk/
297 एपिसोडस
MP3•एपिसोड होम
Manage episode 377815924 series 2845792
Human Risk द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Human Risk या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.player.fm/legal।
What we can learn about customer service and being more human from the fire service?
On this episode, I’m speaking with David Wales, who used to work in the fire and rescue service and has now switched to focus on product design and customer service.
In his role in the fire and rescue service, David wanted to understand why people didn’t always do the things that they were told. For example, rushing into dangerous situations to rescue pets or laptops.
What this reinforced is something that we all intuitively know; there’s a gap between the theory of what people should do and the realities of what they actually do. That means the advice people receive is often not helpful for the realities they’re facing. What makes sense to the fire service, in theory, might not match the realities of people’s personal experiences.
That led him to a career in looking at customer experience, where the human touch is equally important.
On the episode, we explore:
The Edelmann Trust Barometer: https://www.edelman.com/trust/trust-barometer
Elton John’s donation of a piano to St Pancras Station in London: https://stpancras.com/news-events/sir-elton-john-s-piano
John Legend playing the piano at St Pancras: https://www.standard.co.uk/showbiz/celebrity-news/john-legend-surprises-londoners-with-impromptu-performance-at-st-pancras-a3501956.html
Find David on LinkedIn: https://www.linkedin.com/in/davidatsharedaim/
Shared Aim, David’s company: https://www.sharedaim.co.uk/
…
continue reading
On this episode, I’m speaking with David Wales, who used to work in the fire and rescue service and has now switched to focus on product design and customer service.
In his role in the fire and rescue service, David wanted to understand why people didn’t always do the things that they were told. For example, rushing into dangerous situations to rescue pets or laptops.
What this reinforced is something that we all intuitively know; there’s a gap between the theory of what people should do and the realities of what they actually do. That means the advice people receive is often not helpful for the realities they’re facing. What makes sense to the fire service, in theory, might not match the realities of people’s personal experiences.
That led him to a career in looking at customer experience, where the human touch is equally important.
On the episode, we explore:
- David’s career from being a firefighter to understanding the human touch in product design and customer service;
- how human behaviour plays a vital role in crisis situations and the importance of tailoring safety messages to individual circumstances;
- risk communication and the importance of personalisation in organisations;
- how emotions significantly influence customer experiences and the challenges in achieving customer-centricity;
- the difficulties faced by organisations in achieving customer-centricity;
- how companies often choose solutions for us, not with us, creating an impersonal system, and how a change of focus could lead to a more pleasant customer experience.
The Edelmann Trust Barometer: https://www.edelman.com/trust/trust-barometer
Elton John’s donation of a piano to St Pancras Station in London: https://stpancras.com/news-events/sir-elton-john-s-piano
John Legend playing the piano at St Pancras: https://www.standard.co.uk/showbiz/celebrity-news/john-legend-surprises-londoners-with-impromptu-performance-at-st-pancras-a3501956.html
Find David on LinkedIn: https://www.linkedin.com/in/davidatsharedaim/
Shared Aim, David’s company: https://www.sharedaim.co.uk/
297 एपिसोडस
सभी एपिसोड
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