Voice of the Agent Live: Simon Leadbetter & Chris Harmer on Why Great Service Starts When Things Break

Podcast: The Voice of the Agent Podcast · We Are Unchained

Opublikowano: 2026-03-18

In this episode of The Voice of the Agent Podcast, Simon Leadbetter is joined by Chris Harmer of The ESTAS Group in conversation to explore a topic often talked about but rarely understood properly: customer service. The discussion moves beyond the idea of “good service” during smooth transactions and focuses on the moments that actually define it — when things go wrong. They unpack why negative feedback is not something to fear, but something to use. From turning complaints into opportunities, to understanding the real impact of how issues are handled, the conversation highlights a simple truth...