‘You learn a lot about leadership if your customers are right in front of you’

In this week’s podcast interview, the Director of Operations at AXA Assistance talks about customer empathy – and changing his customers’ lives

EPISODE OVERVIEW:

This week, Jason Daniels, Director of Operations at AXA Assistance, join host Seth Adler in the CX Network podcast theatre. Daniels leads customer service and medical assistance team functions across 24/7/365 contact centers, and has full accountability for customer satisfaction and key metrics.

During the interview he shares his experience in dealing with emergency situations, from his background in the military to medical clinics in Canada and from International SOS to his current position at AXA Assistance.

On being on the front lines, Daniels shares that you learn a lot about yourself and leadership when your patients or customers are right in front of you; empathy is a different thing eye to eye. He says that no-one grows up and really wants to be in service, you’re just naturally drawn to it. And for him, he saw an opportunity to help people.

Daniels went to the Air Force academy, was in active duty for seven years and remains in the reserves today. From the military, he brought forward time management, people skills and leadership. And those lessons directly translate to service.

He says: “If I can help my customers or change one person’s life today, we’ve done a really cool thing.”

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