Episode Guest
Dominic Burrows is an Executive Team Manager at Virgin Media O2, leading teams that resolve complex customer issues while developing future leaders. He is passionate about customer trust, resilience and helping people grow through great leadership.
Episode Partner
This episode is part of My Duvet Flip's Choose Customer series, produced in partnership with Virgin Media O2. Virgin Media O2 is one of the UK's largest and most recognisable connectivity brands, delivering mobile, broadband, TV and business services to millions of customers across the country.
Chapters
0:00 Why I Wanted to Be a Millionaire
1:29 Introduction
2:37 Studying Marketing and Landing My First Sales Job
4:22 Why Money Isn't Everything
5:08 The #1 Skill You Need in Sales
5:59 Starting at Virgin Media O2
6:42 Why Customer Service Builds Great Leaders
7:59 What It's Really Like Managing Customer Complaints
9:03 How to Build Customer Trust
9:51 How I Got Promoted to Team Manager
10:49 What Makes a Great Leader?
11:50 The Book Challenge
12:19 Going Above and Beyond for Customers
14:35 Skills You Need to Succeed in Customer Service
15:22 Why I Chose a Career in Telecoms
16:12 Why Telecoms Is a Great Industry to Join
17:20 What Customer Trust Really Means
18:01 Helping Hundreds of Customers
19:56 Staying Positive When Every Day Brings Complaints
20:43 Why Every Complaint Is an Opportunity
21:05 My Duvet Flip
22:02 Final Thoughts
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