Outstanding customer service begins with employee motivation, and that requires world-class leadership from you. Whether you have one employee or 300, it’s critical to the success of your company that you create a workplace culture that embodies your business values and inspires your employees to give customers their best self every single day.
Your employees’ ability to turn first-time customers into repeat business and returning buyers into lifetime loyal customers will save your company time, energy and money. Look at the real cost of new vs. returning customers:
Attracting a new customer costs anywhere from 6 to 30 times as much as keeping a current customer happy.
So it’s not surprising that improving your customer retention rate by a mere 5% can increase your profits between 25% and 100%.
But in this economy, with less time and fewer resources than ever before for leadership training, how do you get the skills you need without busting the budget and interrupting your workflow?
That’s where the Customer Care Coach® comes in. This is a comprehensive do-it-yourself customer service training program that focuses on the key elements of leadership, employee motivation, and most importantly, customer CARE.
In a total of 40 lessons, you will learn — and practice — the Art and Science of Exquisite Customer Care. There are exercises, quizzes, reviews, and should you desire it, a certificate upon successful mastery of the program. It’s a “train the trainer” program that puts you in charge and engages your staff as much as you want to.
The Customer Care Coach® enables you to work at your own pace, and takes just about 30 minutes a week. Once you say “Yes!” to increasing your customer loyalty by creating a more conscious, caring and competent staff, you download your lessons to get started. You control the pace of your own learning and how and when you share it with your staff. Most people actually print the documents and create a manual they can use over and over again as new employees come on board.
There are 10 topics and 4 lessons in each topic. Some of our “Mastery Students” take what they learn each week to have a weekly meeting with their team and practice the “skill builder” exercises. Some students finish the whole topic and then have a monthly meeting choosing the most important points to use for their staff training. Some use it as a “lunch and learn” opportunity – you do it your way.
We recommend you set aside the same time each week to study, that helps you make learning a good habit. You determine the amount of practice you need to give to each new skill. You can download a sample lesson here:
Each lesson contains a personal message from your Coach, JoAnna Brandi, as well as skill-building techniques that may include exercises and games. The emphasis is always on heightening your awareness of and sensitivity to your employees’ and customers’ needs as a means toward improving the customer experience. Here’s a sample skill builder:
JoAnna, I want to give you some positive feedback for the Customer Care Coach. This format is working well for me and my staff. I’ve have been surprised at how receptive and engaged the staff have been with the activities. I am receiving a lot more positive feedback regarding patient and staff experiences from the staff. I am happy to feel more connection to my staff. I am also relieved and delighted that the preparation is minimal and doesn’t take up a lot of valuable time. Thank you.
– Dr. Christena Ward, Owner, Eye Tech Frisco.
