CALL: (02) 9836 2080
If you don’t look after your customers, someone else will.
Businesses that regularly train their staff in the areas of Customer Service and Sales create a culture that is customer focused which in turn increases income.
We provide Customer Service Training that leads to Customer Satisfaction.
As seen in
Want more sales?
One major advantage the consumer has today is “choice”. If you don’t look after your customer, someone else will! This is where training and retraining in the area of customer service is more important than ever before.
At Customer Culture we train and consult large and small businesses in customer service.
Correct staff training has proven to lead to greater sales per customer. It will also help you to regain those customers you may have lost to other “online” outlets due to them having a poor experience with your staff.
At Customer Culture we don’t have the “cookie cutter” approach. Every client has unique needs so we tailor to suit YOUR needs.
How we can help
Whilst we tailor every package for every client we essentially have 3 packages that have proven most popular.
All packages take place at your work place.
Half Day Training
Throughout the workshop you and your team will discover how the customer actually thinks and what they expect.
Participants will learn how to:
- Deal with difficult customers
- Overcome objections
- Use the customer as a sales person
- Change the culture within the department and business
- Evolution not Revolution with regards to customer service
- Understand the issues that are present within the current service culture.
- Increase per customer sales by implementing the ME Factor system
- Keep customers loyal and stop them shopping around online and potentially losing the customer to your competitors
Full Day Training
This training package is by far the most popular as it is 100% tailored to your business. We can work with you or your management team to ensure the tailored session is addressing the areas that are known to need attention.
Your staff will:
- Spend the day with Justin and his team learning ways to ensure your customers are getting the best treatment and service possible
- Get proven and practical tools and methods that can be easily applied
- Fill out the “Customer Service Personality Test"
You (the Business Owner/Management) will:
- Receive a copy of each attendees specifically designed “Customer Service Personality Test”
- Get a perfect understanding of where each staff member fits within your company from a customer service perspective (This has proven to be a game changer for businesses that have completed the test).
- A debrief from Justin on the areas that need attention in your business and the tools that will be needed
Plus you get this bonus:
The "Customer Culture – Customers First" Training Manual for each attendee (Valued at $365 p/p)
This is a great resource for continued training internally.
Intensive Training
If you are committed to making permanent cultural changes within your business from a customer service perspective, then ongoing and consistent training is exactly what is needed.
Package includes:
- A phantom shopping experience to gain the current customers' experience
- We will identify and provide improvements to your customer culture to be implemented throughout your staff training
- 1 Half Day Training every month for 6 months
- Post workshop assistance to ensure your new customer culture is implemented by involving, watching, and coaching staff as required
- A summary of the staff who attended and identify strengths and struggles for future staff training
Plus you get this bonus:
The "Customer Culture – Customers First" Training Manual for each attendee (Valued at $365 p/p)
This will be your team's resource for the entire program.
What our clients say
Keeps our staff motivated and our customers happy...
"Building the right approach for customer service from the top down has been a fundamental part of the growth of Sentrient. We were looking for a company to train us that gets it from a customer point of view and that could work at all levels in our business to guide us on our journey towards customer excellence. That’s why we chose Customer Culture. We've found Justin's direction and the detailed facilitator guides for ongoing coaching and support has helped us develop a customer service program that promotes honest and open conversation with our customers and a sense of urgency that keeps our staff motivated and our customers happy. A shout out from us at Sentrient and thank you to Customer Culture, Justin and his team for their ongoing support and knowledge!"
Gavin Altus, Managing Director, Sentrient
Our whole team is prepared to engage in excellent customer service...
"Since implementing your strategies into our leadership team we have a clear understanding of our team’s current customer service style personalities. You have supported our team to introduce discussions and activate our ideal customer service strategy. We now realise that customer service is a group effort and our whole team is prepared to engage in excellent customer service across all areas of our business. You’ve armed us with information that is real, current and future focussed and we are so appreciative of the positivity you’ve created around customer service and all that it represents for businesses in today’s market."
Amanda, Star Express Cleaning & Property Services
Meet Justin Herald
CEO - Customer Experience Officer
Justin is famous around the globe for taking $50 and creating Attitude Inc. a clothing brand that became an International Licensing success. He is also the Author of 8 International Best Selling Books and speaks at over 100 conferences in Australia and Overseas each year.
He has appeared throughout the media on A Current Affair, Today Tonight, The Today Show, Kochies Business Builders, 2UE, 2GB and numerous print media outlets.
Justin certainly has the runs on the board when it comes to not only growing businesses but also how to educate staff in the art of servicing customers and creating lifelong clients.
The secret of his success with his companies is great customer service and that is what he wants to assist you with. That is why he created Customer Culture.
Focus on your customers
Whilst many companies invest into expensive marketing campaigns to drive more traffic into their stores and to their businesses, without having the staff correctly and deliberately trained in the area of customer service, it is a total waste of that marketing spend.
A 5% increase in customer retention can increase profits by 25 – 95%.
Source: Bain & Co
68% of customers stop doing business with a company because of poor service. Yet 95% of dissatisfied customers would continue to do business with a company if their problem was solved quickly and satisfactorily.
Source: International Customer Service Association
70% of customers left because of a lack of attention from front-line employees.
Source: International Customer Service Association
What our clients say
HAVING AN INSTANT IMPACT ON OUR BOTTOM LINE…
“Thank you, Justin and Customer Culture for working with and training our staff. Your content was absolutely perfect for them, and even we the management learnt new things and great new ways to re-engage with our clients. The way you explained and educated us as to what the customer is wanting these days was brilliant and insightful. We have never seen an immediate impact before from other trainings until today. The staff have already implemented many principles that you shared, and it is having an instant impact on our bottom line.”
Brad Argaet, Call Centre Operations Manager, Nexgen Group
MOTIVATING AND EDUCATIONAL…
“On behalf of Mercedes Car Group and the Dealer network, thank you for your inspiring words at our Dealer Conference. I have fielded so many calls from the Dealer network stating how motivating and educational your content was, and also your ability to connect with each and every one of us. I will definitely be recommending companies engage your services. Thank you again.”
John Vasilj, NSW General Manager, Mercedes Car Group
WHAT OUR TEAM NEEDED TO HEAR AND UNDERSTAND…
“Thank you for such a significant contribution at the Roche Conference. You said it as you see it which made the audience sit up and take notice. From the moment we met you at the brief until the end of the conference, your professionalism and energy were well noted. Your insights to customer service, buying behaviour and customers wants and needs was what our team needed to hear and understand. We would be more than happy to recommend you to any company wanting to train their staff better in the areas of customer service and customer behaviour.”
Judith Love, Marketing Manager, Roche
Michael Van Lathum, Product Manager, Roche
Only 1 out of 25 dissatisfied customers will express dissatisfaction.
Source: Business e-coach
Two-thirds (or 66%) of customers do not feel valued by those serving them.
Source: Business e-coach
6-7 times more expensive to gain a new customer than it is to retain an existing customer.
Source: Bain & Co study in the Harvard Business Review
Book in your complimentary session now!
Contact us to discuss what package will work best for you.
CALL: (02) 9836 2080 or fill in the form below...