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Interview with Peter Boswell

Peter Boswell is a professional, international speaker whose fields of expertise are customer service and related topics. He has helped multiple companies improve their customer service and thereby their overall success. In this interview, Peter explains why he loves his job so much, and he even gives his best advice to improving customer service.

How do you prepare for speaking engagements?

The more you know about the customer, the better your performance will be. It’s really  great when you can personalise your delivery to use relevant examples that the audience will associate with. If it’s an airline, I’ll try and fly with them or if it’s a chain or bars I will aim to go into one or two of them. You never know quite what you’ll walk into at an event so you have to be ready to start at a moments notice, but if I’m on later in the day it’s really nice to sit in on the rest of the event in order to see how they do things. And of course, always be ready for technology to fail, I never rely on it!


How are your keynote presentations unique?

I’m not a war hero, nor have I had a profound epiphany while lost in the wilderness, my unique approach comes from 18 years doing a job I love in the industry I am passionate about. Along the way I have experienced so many “SAS” moments that have formed my speaking performance today.

When those who I talk to are in the service industry too, they can relate and picture themselves in the moment I’m describing, that’s powerful as they can visualise the scenario in their own mind while listening to what I say.


What do you gain personally from being a public speaker?

It’s the greatest feeling in the world, being able to talk about the unique experiences that have changed the way I think about the service industry. When you see the audience react with shock, laughter and sadness it really is a wonderful feeling. This emotional connection shows you are doing your piece well.

When you get the personal notes, connections or face to face people who want to share their “SAS” moments with you it’s really great to hear. There are a lot of people out there giving amazing service that deserve to be recognized.


How much does humor factor into your keynotes and other speaking engagements?

I was born in the North of England, so humour is a way of life. There are certainly humorous twists to some of my stories, and I do like to use the power of a well placed raised eyebrow or tantalising pause in my performance to make something more fun.

Michael Mcintyre or Billy Connolly have nothing to be worried about though.


What’s your best tip for improving customer service?

This is a great question, in fact I wrote a short Blog on this recently.

Lose Control – Empower your teams to make a difference, let them decide how to fix complaints and give them the skill and autonomy to do so. It works really well if executed in the right way, when customers complain they don’t want to see the manager, they want the person who is serving them to put it right and to do it fast. Treat every person in your team as business managers, let them know how we are performing and ensure they know where the struggles are. If they feel part of your business and are empowered to help improve it, your teams can do amazing things.


What types of results do clients experience after your programmes & keynotes?

It’s just brilliant to see teams having that moment of understanding, when they realise it is purely the people in your business that can make a difference. When businesses go out of their way to contact me after speaking to tell me what they have done differently, what has changed as a result of what we talked about is one of the biggest measures of success for me.

As you’ll see from my speaking events, I love a good story.

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