Expanded E-Mastery Program Outline

Topic Number One
The Foundation Principles of "The Art and Science of Exquisite Customer Care" (sm)

Purpose: To jump-start new ways of thinking about Customer Care. Buckle up your seatbelt and get ready to ride! You're about to be transported to a new way of thinking about business, management and the customer. The first four weeks set the foundation principles of what you'll learn over the course of nine months, beginning with the "Three C's" of Exquisite Customer Care. Feel your perspectives on successful businesses and on emotions in the workplace shift. Discover the Working Relationship Tripod  (sm). Most important, find out how YOU are key to more successful relationships with your staff and customers! You're on the road to developing a staff that is conscious, competent and caring, and that provides service that sets you apart from your competitors. That's what it takes to thrive in today's business world!

Topic Number Two
Doing the Basics Brilliantly

Purpose: To define the elements of the service you deliver. These eleven dimensions form the underlying "brilliance" of your customer care efforts. Learn them, use them, measure them and make changes accordingly. The dimensions provide a framework for thinking about improvement that is organized and useful in understanding where your customer care efforts could use improvement. If you do nothing else this year, expand your thinking to include getting and "A+" on those elements that are the most important to your customers. Your business depends on it.

Topic Number Three
Interpersonal Communications

Purpose: Get tools for building rapport & trust in relationships. Exquisite relationships depend on excellent communication. Most companies have what they call 'communication problems.' Uncover the barriers to clear and concise communication and open up the channels to success. Learn to map your information and communication needs. Learn 22 listening skills that will increase your comprehension and relationship success. Journey through the communication module with us and transform your skills with your staff and, oh so importantly, with yourself.

Topic Number Four
Creating a Customer Care Culture

Purpose: Discover and use tools for defining and developing your unique brand of experience. Culture is the 'soul' of the enterprise, it's the very way you do things, see things and experience things. Every company has one, like it or not. Learn the art of culture-crafting (sm) in your department, division or company. Create an environment where people want to do great things. Great cultures breed great deeds. Do a reality check and see if you are walking your talk. Learn to avoid 'culture confusion' and to focus all your staff in the same direction.

Topic Number Five
How Customers Keep Score

Purpose: Quick, actionable methods for building value into every customer interaction. This in-depth look at how and where value is created is worth more than the price of the whole course! If you complete only one lesson in the series - this is the one. It has so much impact, you could use it alone as an improvement process for a whole year or more. We cover the 7 Root Customer Needs and teach you tricks for creating magic for your customers. The secret ingredient in our spells? Provocative questions! Why? Thriving leaders don't have all the answers; rather, they ask great questions! By the end of the course you will have accumulated hundreds of really great questions to add to your repertoire.

Topic Number Six
Managing Your Energy

Purpose: How to generate and maintain your maximum energy level by making better choices. There's more scientific evidence these days than ever before proving that optimists live longer and healthier lives than pessimists. They also provide more consistently positive experiences for customers - which keeps customers coming back, buying more and referring their friends! Learn to SACK stress and boost your energy levels. Do the Energy Drains and Energy Gains exercise and prepare to learn something new about yourself. Learn how to successfully craft a change-ready culture!

Topic Number Seven
Problem & Conflict Resolution

Purpose: Discover the opportunity in dealing with conflict differently. With thinking borrowed from the martial art Aikido and with the guidance of an accomplished conflict resolution mediator, we invite you to change your views of conflict and to discover the positive opportunities it offers you. Out of adversity comes promise and possibility! We offer you a Win/Win/Win model to process and resolve conflict, and powerful methods for solving customer's problems on the spot and for dealing with angry customers. Your leadership skills will soar at the completion of this topic!

Topic Number Eight
Management Skills for the 21st Century

Purpose: Lead your team to new heights and watch your staff shine as you develop your leadership muscle. Learn the differences between the 'old' management and the 'new' leadership styles. Use our self-assessment instrument and choose where you want to improve your leadership skills. This segment is based on over a dozen years of 'in the field' observations of how customer focused companies are managed differently than traditional organizations. Learn to help the people around you grow as you grow. Make work an exciting journey of self-discovery as you learn relationship skills that you can use anywhere (Do try this stuff at home!).

Topic Number Nine
Building the Team

Purpose: Build a team dedicated to creating exquisite customer experiences. Find out what it takes to build a peak performing team. Learn the characteristics that show up in successful teams of all kinds. Assess where your team is now, after all these months of learning together. Have you built a peak performance team yet? After this lesson, you'll be fully on your way to success using a model we see repeatedly in companies that are great to work for and great to do business with.

Topic Number Ten
Continuous Improvements: How are you doing?

Purpose: To integrate the lessons learned into an ongoing improvement initiative. Well here you are - it's nine months later. What kind of environment have you created? Is your energy level higher than when you started? Is your team upbeat, enthusiastic and involved? Are you creating value - more value than your competitors dreamed you ever could - every day? Are you enjoying your staff more? Are you seeing higher levels of loyalty and happiness? How's your customer retention and profit - moving upward? This topic pulls it all together for a look at how to measure your progress and keep moving forward with momentum

Here's what one of our happy subscribers told us after only a few months of doing the Customer Care Coach® E-Mastery course:

"Customer loyalty certainly is our number one benefit! We have strengthened our relationships with physician office staff, and improved our ability to respond rapidly to their requests. We have spent a lot of time looking at how we respond to our internal customers (coworkers in other depts.), and worked to improve those relationships as well. We are solidifying as a customer service team, unified in our goals. And we're all friends to boot, which is an added bonus! Thanks for all your efforts in putting together the Coach! We have certainly benefited from it!"

-- Helen Travis

You can benefit from JoAnna Brandi's Customer Care Coach ® too! We offer 30-day money back, no questions asked guarantee. You use the first four lessons, if you don't think this program is for you, just let us know and we'll refund your money pronto.

This E-Mastery course is not for everyone - it takes discipline, attention and desire. We show up on your desktop once a week to remind you that if you are not romancing your customers, someone else will. We help you focus your attention on one facet of building customer loyalty and managing customer relationships a week. We get you focused, so you can get your staff focused. We support you, so you can support them. If you want to transform your customer service into Exquisite Customer Care, click on the link. What are you waiting for? Your customers could be on the way to your competitors.

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