Engaged Customer Service = Brilliant Service

In the world of business, customer service isn’t just a courtesy; it is of vital importance. Sure, politeness and etiquette matter, but there’s a deeper layer to delivering exceptional customer experiences that goes beyond mere manners and pleasantries. It involves understanding the dynamics of human behavior, both within and outside your organization. Welcome to the realm where the D.I.S.C. Human Behavior Model reigns supreme, a world where the interplay between employee experience, customer experience, and engagement can shape the destiny of businesses. A realm in which I have gained a solid foundation of knowledge and experience as a corporate trainer and facilitator.

First, let’s break down the list of players in this story.


There are two kinds: internal and external. Internal customers are the people you work with inside your company. External customers are the ones outside, like the folks who buy your products or use your services, fueling the growth of your business.

Customer Experience

This is the sum total of every interaction a customer has with your brand, from the moment they encounter your marketing materials to the time they reach out for support. The goal is to make their journey smooth and memorable – in a good way.

Customer Engagement

What truly sets apart a mediocre customer experience from an exceptional one is customer engagement—the emotional bond between a customer and your brand. It’s about creating experiences that resonate, fostering loyalty that transcends transactional relationships.


Now, let’s flip the coin and shine a light on the unsung heroes behind the scenes—your employees. They are your internal customers. Your employees are where and how the work gets done. They are the face of your company and the bridge to your external customers.

Employee Experience

Your employees’ experience within your organization isn’t just a matter of workplace ambiance; it’s the bedrock upon which your brand’s reputation stands. Happy employees lead to happy customers—a sentiment echoed by numerous studies, including one featured in the Harvard Business Review.

Employee Engagement

Employee engagement, then, becomes the compass guiding your organization toward success. It’s about cultivating an environment where employees feel valued, empowered, and aligned with the company’s purpose. Because when your team members are invested, they become the ambassadors of your brand, delivering service that goes above and beyond the call of duty.

So, what’s the bottom line? It’s simple: great service is more than just a script recited by frontline staff. It’s about tapping into the essence of human connection, understanding the intricate dance between employee satisfaction and customer delight. And that’s precisely what my workshop, Engaged and Brilliant Customer Service, aims to achieve.

In this highly interactive session, I will show you how to leverage the power of the D.I.S.C. Human Behavior Model to unlock the secrets of exceptional customer service. Attendees will gain insights into creating memorable experiences, discover platinum principles applicable across industries, and grasp the profound impact of employee experience on customer satisfaction.

Don’t miss out on this opportunity to transform your approach to customer service. Join me as we strike out on a journey to find and ignite your inner spark—a journey that will leave you equipped with the mindset and strategies to capture the hearts and minds of customers, ensuring they keep coming back for more. Elevate your service game and set your business on the path to lasting success with Engaged and Brilliant Customer Service.