How To Get Your Team To Treat Clients The Way You Would.

Dawn Cunningham, master trainer at Nexstar Network, makes a clear case that strong customer service starts at the top. Technology has changed how customers expect speed and convenience, but the fundamentals still matter: listen well, value employees, and build systems that support consistent service. She shares practical hiring, onboarding, and leadership habits that help teams perform better.

Key Takeaways

• Customer experience improves when owners and managers reinforce the right behaviors instead of rushing calls and interactions.
• If employees feel valued, heard, and recognized, they are more likely to carry that mindset into customer interactions.
• Hire for personality and service orientation, not just the resume. The right attitude is hard to teach.
• Use structured interviews and group evaluation to identify people who genuinely want to serve others.

Timestamps

(04:48) Why listening to employees matters for service businesses and customer-facing teams.

(07:51) The "win, win, win" mindset: taking care of employees changes how they treat customers.

(09:11) Helping CSRs connect the dots between company benefits, recognition, and performance.

(14:00) Round-robin interviewing: a fast, structured way to evaluate candidates as a team.

(20:59) Revenue and consistency: a coach can help, but leaders need repeatable systems.

About The Guest