Lost Tapes Episode 13 - Customer Service

It’s About Payroll

Mastering Customer Service in Payroll: Insights and Strategies

This podcast episode features hosts Brian Escobar and Walter William Duncan II discussing the importance of customer service in payroll and HR. The episode focuses on identifying and rectifying bad examples of customer service, emphasizing communication breakdowns, inefficient issue resolution, lack of accessibility, inadequate training, and ignoring employee feedback as core areas of concern. The hosts share personal anecdotes and stress the necessity of a customer-centric approach, continuous training for payroll professionals, proactive feedback gathering, and prioritizing the employee experience. Additionally, they introduce TimeTrack Go, a time clock software solution, highlighting its compatibility with QuickBooks and its potential to streamline payroll processes. The conversation concludes with reflections on the impact of poor customer service on emotions like frustration, anger, disappointment, stress, and helplessness, advocating for empathy, effective communication, and transparency in payroll operations.

00:00 Welcome to the Payroll Podcast!
00:44 Diving Into Customer Service Conversations
01:15 A Floridian's Cold Weather Tales
03:12 Exploring Bad Customer Service in Payroll
05:35 Improving Payroll Customer Service: Strategies and Solutions
15:35 The Emotional Impact of Poor Customer Service
17:05 Navigating Customer Service Challenges
17:47 The High Stakes of Payroll Services
19:01 Dealing with Irate Customers: Strategies and Stories
20:49 The Emotional Impact of Poor Customer Service
24:59 Leadership and Customer Service: A Manager's Perspective
27:58 Closing Thoughts on Customer Service Excellence