In this episode of Your People, Your Success Podcast, we dig into one of the most underrated drivers of employee happiness and customer satisfaction: understanding employment law — and using it to protect, empower, and inspire your frontline teams.

I’m Pierre Bauzée, Founder of Beyond Satisfaction, and I’m joined by the brilliant Richard Hiron — an employment law expert affectionately known as “The Hironator.” Richard has spent his career helping businesses navigate the legal maze with confidence and empathy, ensuring both leaders and their people feel safe, heard, and valued.

In this conversation, we’ll break down how mastering the fundamentals of employment law leads to healthier work cultures, greater employee trust, and stronger performance — especially in guest-facing roles where pressure runs high and turnover is common.

From contracts to conduct, legal risks to team morale, Richard shares the essential tools every service leader needs to stay compliant and compassionate.

Whether you’re a manager, recruiter, or business owner, this episode will help you move beyond fear-based HR and unlock the legal knowledge that keeps your people protected — so they can deliver their best to your customers.

Hit subscribe and join us each month to discover how to unlock the power of People behind exceptional customer service.

To reach out to Richard, feel free to visit in LinkedIn, website or reach out to him directly by email.All links right below:LinkedIn: linkedin.com/in/richardhironWebsite: https://www.thehironator.co.uk/Email address: r.hiron@thehironator.co.uk

If you would like to know more about what we do at Beyond Satisfaction, feel free to visit our website https://www.beyondsatisfaction.co.uk/ or LinkedIn profile www.linkedin.com/in/pierre-bauzee-233b058b

If you want to see how we can support your business further when it comes to customer service / hospitality training and recruitment, feel free to get in touch with us.

You can do that directly via our website or LinkedIn profile.

Customer service training is everywhere — but impactful training? That’s a different story.

I’m Pierre Bauzée, Founder of Beyond Satisfaction, and in this solo episode of Your People, Your Success Podcast, I’m breaking down what actually makes customer service training stick — and why most businesses miss the mark.

From the crucial first 15 minutes to the way you tailor content for your team, this episode unpacks how customer service training can lead into real long-term results. We’ll explore how to personalise your approach, boost engagement, involve managers the right way, and avoid the biggest mistake of all: thinking one session is enough.

Whether you’re onboarding new talents, willing to improved your guest-facing people's performances or refreshing your seasoned team, this episode shows how bespoke customer service training can lead to real and consistent changes — long after the session ends.

Quick note: Sorry for the sound quality which is not as good as usually, I forgot to use my microphone when recording! 😁

Subscribe now and join me each month to discover how to unlock the power of People behind exceptional customer service.

If you would like to know more about what we do at Beyond Satisfaction, feel free to visit our website https://www.beyondsatisfaction.co.uk/ or LinkedIn profile www.linkedin.com/in/pierre-bauzee-233b058b

If you want to see how we can support your business further when it comes to customer service / hospitality training and recruitment, feel free to get in touch with us.

You can do that directly via our website or LinkedIn profile.

In this episode of Your People Your Success Podcast, we dive into the powerful ripple effect of leadership on customer satisfaction — and why great customer service starts with how you lead your people.

I’m Pierre Bauzée, Founder of Beyond Satisfaction, and I’m joined by Clayton Drotsky — a people-first leader who’s spent the last 17 years leading large, multicultural customer service teams across the globe. From sales agentto global ops lead, Clayton now mentors leaders to spark transformation in their teams and drive real results.

In this episode, we’ll explore how strong leadership creates happier, more resilient teams — even in high-pressure environments like hospitality, retail, and fast-paced customer service hubs. We’ll also unpack what truly motivates frontline teams, what long-term leadership habits make the biggestimpact, and the common mistakes managers make (and how to fix them).

Whether you’re leading, hiring, training, or developing your CS team, this episode is your blueprint to building high-performing teams that deliver loyalty, retention, and service excellence.

Hit subscribe and join us each month to discover how to unlock the power of People behind exceptional customer service. Feel free also to give this channel a 5-star ranking if you enjoyed the episode!

To get to know more about the amazing Clayton Drotsky, feel free to visit his LinkedIn right here https://www.linkedin.com/in/clayton-drotsky/

If you would like to know more about what we do at Beyond Satisfaction, feel free to visit our website https://www.beyondsatisfaction.co.uk/ or LinkedIn profile www.linkedin.com/in/pierre-bauzee-233b058b

If you want to see how we can support your business further when it comes to customer service / hospitality training and recruitment, feel free to get in touch with us.

You can do that directly via our website or LinkedIn profile.