Services

Avoid the ‘revolving door’ syndrome

There are companies out there, maybe some of those are your competitors, who seem to have a continual stream of new customers. What we don’t know of course, how many customers are leaving as fast as new ones arrive. Hence the revolving door.

  • Acquiring new customers is expensive. On average, it costs five times more to find a new customer than it does to retain an existing customer.
  • Increasing your customer retention by just 5%, can dramatically increase your profits. The success rate of selling to an existing customer is around 60-70% whereas the success rate of selling to a new customer is between 5-20%.

I’m here to help you keep the customers you already have, and to ensure that new ones stay with you for a very long time.

No two clients are ever alike, but to give you a flavour, here are some of the ways I help my clients increase their customer service skills and keep their clients for longer. It helps improve the bottom line too!

Programmes

Customer Service Programmes are best in situations where we need a larger scale or longer-term programme of interventions to change culture or behaviours. They still involve workshops, but they can also include 1-2-1 sessions, workbooks, mystery shopping or training on how to deliver the customer service workshops in-house. Benefits of programmes delivered over a longer time period include:

  • Improved employee confidence, engagement and motivation
  • Enhanced Customer Service skills
  • Improved internal communication
  • Reinforces brand values and standards
  • Increased customer satisfaction
  • Increased profits

Workshops

I can run in-house workshops with your team. The first step is for me to spend some time with you so I can really get under the skin of your organisation. From there I design the content of the workshop to ensure the right messages are getting to the right people.

Workshops come in all shapes and sizes:

  • Bite-sized sessions: short, focused and ideal for busy teams.
  • Full day workshops: with group work and engaging exercises including role-play.
  • Workshop series: this allows us to tackle issues in depth and run a series of workshops for different situations, employee levels or departments.

To give you an idea of the main topics I offer click here

Consultancy

Some clients have their own in-house training teams and are looking for help to design an effective programme or one-off workshops they can deliver to their own staff. I can offer a workshop design service, ideas, and programme development.

1-2-1 Sessions

Sometimes a particular employee can benefit from a one-off or series of 1-2-1 sessions to help build their confidence or skill in a specific area. I can structure individual sessions that can help ‘unstick’ issues, offer coaching and advice to take them onto the next level of their career.

Every project starts with a conversation

Before we decide what’s best for your situation, let’s have a conversation so I can learn more about your business, and discuss how I can help.

Meanwhile, take a look at my case studies which will give you an idea of what I can do.

View Our Case Studies