Fact #1
Outstanding service tempts customers to:
- Spend more
- Come back more
- Be confident in referring your business to others
Fact #2
Your employees are the key drivers of your customers' experience.
In this book Caroline guides you through the stages to developing a true service culture and creating your own Service Superstars.
"It's the experience you create for customers that gets remembered"
Getting your brand's customer experience right can be the number one way to differentiate your business from your competition.
Don't leave it to chance!
Autorentext
Caroline Cooper has over 25 years' experience in helping businesses develop their managers enabling them to get the best from their teams to create a loyal team who create loyal customers. She founded Naturally Loyal on 3 strong beliefs: The happier your team the happier your customers. Customer service training is just the tip of the iceberg when it comes to delivering a great customer experience. It requires a whole infrastructure to support it. The more a business can develop their teams in house the greater the ownership and more sustainable it will be. Her mission is to teach others so they can find their talents and strengths so they become as self-sufficient as possible to give flexibility (and make training budgets go a whole lot further!) She works with businesses in 4 ways: Working one-on-one focusing on developing leadership skills. Writing bespoke training material to be delivered by the in-house team. Providing affordable online resources through her membership site. Providing tools and guidance to measure and improve employee engagement. If you'd like more information on her services please email: service@naturallyloyal.com
Inhalt
Foreword by Peter Thomson 1 Why bother? 2 What great looks like, 3 Walk a mile in their shoes, 4 Tricks of the trade, 5 A sparkling performance, 6 A bad workman blames his tools, 7 A stick of rock, 8 In summary