Couverture de It's a BLAST to SERVE - Where Customer Service Meets Strategy

It's a BLAST to SERVE - Where Customer Service Meets Strategy

It's a BLAST to SERVE - Where Customer Service Meets Strategy

De : Keith Hessel
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What really goes wrong in customer service?

And more importantly… how do you fix it before customers walk away?

It’s a BLAST to SERVE is a humorous, practical podcast that breaks down real customer service stories and shows how better service leads to stronger retention, better reviews, and loyal customers.

Hosted by Keith Hessel, founder of Serve Business Consulting, each episode reads a real customer service scenario — the good, the bad, and the painfully awkward — and analyzes how the SERVE method (Smile, Engage, Relate, Verify, Extra Mile) could have changed the outcome.

You’ll laugh. You’ll cringe. And you’ll walk away with clear, usable ideas you can apply immediately.

This podcast is for:

  • Small business owners
  • Customer service leaders
  • Frontline teams
  • Anyone who wants to turn everyday service moments into long-term loyalty

Listeners are encouraged to submit their own customer service stories to be featured on future episodes.

Because customers don’t leave over price. They leave over how they’re treated.

And great service? That’s a BLAST.

Serve Business Consulting LLC Direction Economie Management Management et direction
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    Épisodes
    • Phone Zombies

      Phone Zombies
      Feb 2 2026

      Episode Title: “Phone Zombies & Blank Stares”

      Framework Used: SERVE (Smile, Engage, Relate, Verify, Extra Mile)

      Reddit Post Read in Full:“What happened to customer service?” — r/TalesFromTheCustomer

      Summary

      "It's a Blast to Serve" - Episode 1: Phone Zombies

      This inaugural episode of the customer service podcast introduces host Keith Hessel, founder of Serve Business Consulting, and his mission to transform customer service disasters into five-star experiences using the SERVE method (Smile, Engage, Relate, Verify, Extra Mile).

      Key Topics Covered:

      The Phone Zombie Problem: Keith addresses the epidemic of retail and service employees being distracted by their phones while on duty. He shares observations of workers scrolling through social media, face-timing, or otherwise disengaged while customers wait for assistance.

      The SERVE Method Breakdown:

      • Smile: Sets the tone for the entire interaction
      • Engage: Make eye contact, actively interact with customers
      • Relate: Build connection through small talk and acknowledgment
      • Verify: Confirm you've addressed their needs
      • Extra Mile: Do something memorable, even small gestures

      Career Perspective: Keith emphasizes that excelling in customer service roles—even entry-level positions—is the pathway to advancement. He challenges the "minimum wage, minimum effort" mentality, arguing that demonstrating excellence is how you move up in any organization.

      Call to Action: Listeners are invited to submit their own customer service stories (good, bad, or ugly) at servebc.com/blast for potential feature in future episodes.
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      22 min
    • Phone Zombies Preview 2

      Phone Zombies Preview 2
      Jan 30 2026

      What does Serve Business Consulting do?
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      Moins d'une minute
    • Phone Zombies Preview 1

      Phone Zombies Preview 1
      Jan 24 2026

      How does "Smile" work in the SERVE Method?
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      Moins d'une minute
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