Chris Liebtag | Customer Service | Ohio Business Podcast
Chris Liebtag, Lean Six Sigma black belt and project management expert, joins Dave on this episode of unsuitable on Rea Radio to talk about how businesses can benefit with more efficient customer service practices. Listen Now!

Businesses can no longer afford to be anything but attentive, accommodating, and polite when it comes to customer service. One wrong word or tweet from someone on your front lines might be all it takes for your company to go viral … and that’s not necessarily a good thing. So, with all that’s at stake, what are you doing to improve the quality of your own customer service practices?

As a Lean Six Sigma Black Belt, a Lean Gold Practitioner and a Certified Project Management Professional, Chris Liebtag, president of the Rea Consulting Group, has helped businesses nationwide achieve greater effectiveness and efficiency. He joins us on unsuitable to share how a few simple adjustments to your existing customer service processes can yield incredible results.

There is such a thing as ‘bad publicity’

With the rise of social media and changing consumer behaviors, immediacy is the name of the game. However, the immediacy of social media also makes it very easy to go viral, and often companies end up going viral for their mistakes. Your organization may not have the capacity to recover from (or avoid) these situations if you aren’t implementing effective customer service processes.

If you serve a client or customer in any shape or form, you can benefit from some of these strategies discussed in this episode:

  • The 3 common drivers of the customer experience (and how you can address them).
  • How efficient processes allow businesses to add value.
  • Why capacity of time allows for innovation and responsiveness.

If you liked this episode of unsuitable on Rea Radio, let us know by hitting the like button or by sharing it with your followers on social media. You can also use #ReaRadio to join the conversation on Facebook and Twitter, and you can watch the podcast in action on the Rea & Associates YouTube channel. We’ve also included access to additional resources on our website at

articles & insight

Three Tips To Help Your Firm Get Lean Using Lean principles, you can get your business on the right track to effectively meet your customers’ needs.

Good Customer Service Is Good Business Customer service starts with understanding your customers and forming relationships with them. Superior customer service can set your company apart from the competition.

Is Your Business Suffering From Waste & Inefficiency? – If your business is feeling the negative effects of waste and inefficiency, then it may be time to consider Lean Six Sigma principles.

Are You Listening to the Voice of Your Customers? Understanding the voice of your customer will help your business operate more efficiently and cost-effectively.

Create Efficiencies and Decrease Waste Lean Six Sigma practices can be used in the service and transactional aspects of your business. This can increase its value and decrease your waste and inefficiencies.

official transcript

Click here to read the complete official transcript to episode 102, “Today’s Customer Service Paradigm is All About Immediacy.”