“I have great respect for my colleague JoAnna Brandi as she blazes new trails in customer care with the Customer Care Coach® – a ‘must have’ resource for every customer service department. Business leaders who dismiss ‘soft’ skills training as ‘just common sense’ should think again. I have presented with JoAnna and at the centerpiece of my message is the belief that in order for any organization to turn a ‘culture of care’ into hard cash their customer care delivery needs to be consistent. The Customer Care Coach is a great tool for creating and sustaining that consistency.”

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