Continuous Staff Training is the Key to Creating 'Exquisite Customer Experiences

Introducing JoAnna Brandis Customer Care Coach, an 'E-mastery Course designed to give managers at small & mid-size companies access to the expertise of one of the countrys highest rated speakers on customer care. Completion of the course enables organizations to transform their customer service into exquisite customer experiences that create customer loyalty and, ultimately, profits.

Boca Raton, FL,(PRWEB) January 8 2004--What do companies that consistently create exquisite customer experiences (think The Container Store, Disney, South West Airlines, Nordstroms, Saturn...) have in common? According to JoAnna Brandi, customer care expert and author of several books on the topic, they embrace continuous employee training as a discipline and a practice.

She says, These organizations know that the service they provide -- the only competitive differentiator in todays business world - is a performance. Like any performers in the arts or in sports they recognize that continuous development and improvement of their service skills is a standard operating procedure or practice; its a mastery mindset, a way of being in the organization. Thats how they create the kind of magic that keeps customers coming back, spending more and bringing their friends."

So where does that leave small and mid-size companies that dont have the budgets to fund 'continuous learning for continuous improvement? Thats a question Brandi says she asked herself repeatedly over the last few years as she watched company training budgets shrink and staffs being cut back, leaving groups of stressed, multi-tasking people to handle dwindling customer bases. She became serious about answering it as more and more people contacted her after attending her keynote speeches or receiving her free email customer care tips to ask her for additional help.

I was receiving a steady stream of calls from people who wanted to know what they could do to get through this difficult period and, ultimately, to thrive again," Brandi explains. Over time I realized that if I made some changes to my own training and consulting business, making my services more affordable and accessible, I could help."

She says she turned her company 'inside out by creating JoAnna Brandis Customer Care Coach (http://www.customercarecoach.com), the first ever 'E-mastery course for managers in 'The Art & Science of Exquisite Customer Care(sm). She says, For less than a dollar a day members receive the best of the best of my two and three-day training workshops in 'bite-size training segments that they receive via email every week, over the course of nine months.

Each week for the length of the subscription managers receive an inspirational column from me, a lesson on customer care, and explicit directions regarding how they can put what theyve learned into action -- and get their own teams on board - immediately. By completing these curriculum-based lessons one after the other for an hour a week, week after week, managers develop the discipline, practice and skills necessary for creating happy employees, happy customers and ultimately, increased profits. They become masters in the Art & Science of Exquisite Customer Care."

She believes the program is on the cutting edge of training initiatives, as it encourages the managers who subscribe to discuss, experience and teach what they learn to more successfully integrate the training into their everyday work situations. When you attend an information-packed training session over the course of one to three days, how much of what you learned are you actually able to implement when you get back to your office?" she asks. By the time you finish getting caught up on what you missed while you were out, youre lucky if you remember a few key points from the presentation -- much less apply them."

According to Brandi the E-mastery course also teaches managers to better meet the challenges of todays ever-changing marketplace by increasing their competence in relationship management and emotions -- skills that arent covered in most schools or businesses, yet Brandi says theyre critical.

She explains, The customer experience is the sum total of feelings evoked as a result of any interaction that takes place at any touch point in an organization. Its based on the perception of value delivered, both tangible and intangible. So companies have to meet business and emotional needs. They have to be well versed in their products and services and have emotional literacy."

Some of the lessons covered in the E-mastery course include: The Three Cs of Exquisite Customer Care -- Choice, Change and Commitment; Moving From Service to Care; Values - What Do You Stand For?; The Seven Root Customer Needs; Expectations - Walking Your Talk and Talking Your Walk; Peak Performance - How to Make It Your Teams M.O.; Straighten Up & Hire Right! Getting & Keeping the 'Best of the Best for Your Unique Team; and Customer Metrics -- Measuring What Matters.

Says Brandi, Companies of any size can deliver exquisite customer experiences; its a matter of defining what the customer experience looks like based on organizational values and customer needs, and then aligning all of the support systems in the company behind it. Thats what this course helps managers do."

For more information, visit www.customercarecoach.com or contact Tracey Paradiso at tracey@customercarecoach.com or (908) 272-3312.

JoAnna Brandis Customer Care Coach is an 'E-mastery Course designed to give managers at small & mid-size companies access to the expertise of one of the countrys highest rated speakers on customer care. Completion of the course enables organizations to transform their customer service into exquisite customer experiences that create customer loyalty and, ultimately, profits.

CONTACT INFORMATION

Tracey Paradiso

JoAnna Brandis Customer Care Coach

(908) 272-3312

http://www.customercarecoach.com

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