"Companies that stand out in the marketplace as being great to work for and great to do business with stand out because they have the guts to do things that are outstanding." No guts, no glory. No courage, no competitive edge.

Great companies do things differently. They make a commitment, and stick to it for the long-haul, to the continuous improvement and development of relationships with employees & customers.

These companies understand that employees aren't just humans doing' and customers aren't just humans buying.' They acknowledge that they're all human beings with feelings, and they put their money where their mouths are by investing time and energy in ongoing training for employees and in constantly fine-tuning the customer experience.

The Customer Care Coach® is a training tool and support system for leaders who have the courage to commit full-throttle to continuously improving themselves, their employees and their customer relationships. It's for managers who have the guts to stand out by empowering themselves and their employees to:

• Be fully and actively engaged in their work.
• Understand how and why feelings do belong in the work place.
• Sharpen their skills, grow and advance.
• Identify and eliminate obstacles that cause customer dissatisfaction and defection.
• Put customer-centric practices into action!
• Continuously create more value for internal and external customers.
• Build customer loyalty and create profits!

When you enroll in my cutting-edge leadership program, you?re on the road to creating powerful, customer-focused cultural changes from the inside out at your pace and on your schedule.

Here's how it works: Each week, on the day of the week you choose, you?ll receive coaching advice from me along with a lesson from our curriculum-based program that you?ll complete at your convenience. Each lesson includes Skill Builder exercises to help you anchor your learning and to make it easy for you to teach what you learn to your team, along with other resources to assist you in flexing your customer care muscle.

As you learn and make changes, your team does, too - and no one ever has to leave the office! The Coach was specifically designed to fit into today's fast-paced business environment. That makes it easy for business leaders like you to develop a high performance team. You can incorporate training into everyday activities. We'll help you find the ?teachable moments? and integrate learning right into your daily work. 

Here's what one of my clients said :

"I just want to take the time to thank you for the consistently meaningful information in the Customer Care Coach® lessons. I find the monthly quizzes keep me on track, topic by topic.

One of my goals as Manager of our Relations Group (or relationship manager, as I am coming to think of myself, thanks to you!) is to provide regular training and development opportunities to my staff. In the past, I have found it can be challenging to provide this in a connected, consistent way. Sometimes the skills do not appear to be related to each other or not obviously relevant to all who participate. In spite of encountering occasional resistance or reluctance to participate, I have doggedly kept at it, trying to change the culture of this group from "Why do we have to learn something new, when we have always done it this way?" to "How can this new skill help me to better care for my customers?"

You have provided me with a program of training which nicely connects each lesson to the other. I have been able to begin connecting one training workshop with the next, using your approach and materials. So, thanks for helping me with your program. Together, we are making a difference at this company."

Maryellen Lewicki
Customer Service Manager
EMSAR, Inc.

A growing number of service experts and researchers are talking about employee and customer feelings and relationships as being the heart and soul of business success, yet most business schools still don't offer classes on customer emotions.' Managers who get it' on their own often lack the ability to articulate what they know - to start new conversations in the workplace that lead to customer-focused cultural shifts.  I?m committed to being there to help. For 15 years I have been helping companies improve their customer and employee relationships, and now I want to help you do the same.

As a Customer Care Coach® member you'll become a master of relationship management,' fluent in the language of employee engagement and customer obsession,' a critical skill in today's work world. Using that language you?ll build trust, change the conversation and create positive changes right from the start. Over time, you'll create a workforce that's more competent, conscious and caring.

Coach members get results as they complete each week?s lesson, apply what they learn and share Coach techniques with their team. When you commit to your success by joining this elite group of masters in what I call, The Art & Science of Exquisite Customer Care(sm),? you will:

• Create a solid framework for keeping you and your team engaged, motivated and focused on your goals.
• Shift your team's mindset from outdated models of 'customer service' to a proactive model of 'customer care.'
• Develop a practice of providing consistent and positive 'customer experiences.' As we say at the Coach, "Practice makes profits!"
• Increase customer loyalty and get increased wallet share - and more referrals!

I provide you with training based on the best of my best' work and research in the field of customer care, you provide the commitment and elbow grease to make it happen! By the time you complete the program, including the quizzes to reinforce what you've learned, you'll be masterful at doing even the smallest things in brilliant, outstanding ways. You'll know how to consistently inspire your employees and delight your customers.

As applying my customer caring principles becomes second nature to you, everyone who works for, buys from or does business with you will be able to trust you to count on you - to do the right thing' on their behalf. You?ll be rewarded with their loyalty - less employee turnover and absenteeism. Less customer defection. More engaged, enthusiastic employees. More raving fans who are happy to spread the word about the magical customer experiences you gave them!

If you have the desire and the guts to create the sharp competitive edge YOU need to thrive in today's competitive, you owe it to yourself, your employees and customers to enroll in the Customer Care Coach® E-Mastery Course today and begin your journey through 'The Art & Science of Exquisite Customer Care (sm).' And you can expect to see results like these:

"The Customer Care Coach® is being rolled out by each of my Client Team Leaders, who share it with their teams weekly. It sparks collaborative, detailed discussions about how we can apply its loyalty-building concepts. It helps our intuitive' thinkers to get their brilliance out on the table. It's strengthening our culture and expediting its transformation into higher and higher levels of customer intimacy' - our number one company value.

"Our whole focus on customer loyalty, of which the Customer Care Coach® is a vital component, has taken us to another business level in terms of profitability. We are able to negotiate better fees (we never bid now), and we have significantly lower marketing costs since our service delivery is our marketing. We have more referrals than we can accept, and our employees are excited and fulfilled because they're serving clients who value them. Last year, even with the impact of Hurricane Ivan, we made more profit than any two prior decades of our history combined. We're confident that this will be our best year yet."

John P. Tice, Jr., CEO of Bullock Tice Associates

The Customer Care Coach® is the answer to today?s training challenges. It?s not a newsletter, traditional training' or e-learning.' And it's not for sissies.' It truly is what I've said it is - an E-Mastery Course - a map to success. As another one of my clients says:

"Every issue has something to walk away with and USE. I meet with the sales and service team every month and there is always something I use from that month's Coach topic. This is everyday stuff that we really use."

Carmen Couch
VP
Power One Credit Union

Enroll in the Customer Care Coach® leadership course and create a positive turning point in your career. Learn to lead with a blend of intelligence and emotion, and your company will become known for being 'great to work for, and great to do business with.'

Don't put it off another minute! The time you waste may be a moment your competitor is learning from us. As two of our happy members told us:

"I refer the Customer Care Coach® to colleagues because what goes around comes around - helping others succeed helps me to succeed. But I won't let my immediate competition know about the Coach - I'm not a saint."

"The Customer Care Coach® is a strategic weapon for success. I don't want my competitors to know our secret!"

(Names withheld by request.)

Enjoy the secret of their success - have the guts to invest your time and energy in ongoing training for yourself and your team, and enjoy the glory of a sharp, competitive edge.

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JoAnna Brandi & Company, Inc.
C-5, #304 • 7491 N. Federal Hwy.
Boca Raton, FL 33487-1658
(561) 279-0027 
  www.customercarecoach.com

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