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 3 levels containing 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 all three levels of the program.
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.
To keep you on track with your learning, every Monday we’ll send a short email reminder to you to set aside the time you need to do the lessons and the exercises with your staff. This 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: