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What They Say about Our WeCare
Customer Service Program

 

WecarebookWhat our clients say:

  • A Senior VP of a national life insurance company calls our program “the premier customer relations program available.”

 

  • A customer service department Team Leader wrote, “We found the missing link.  All the things we could list on paper were in place and working, but until our people learned how to build trust with one another, we couldn’t really make it go.”

 

  • The CEO of a technology company commented, “This approach has given my people the ability to stay balanced under pressure and know how to interact professionally on a daily basis with our clients.”

 

  • An executive of a major U.S. airline, following the training of more than 3,000 ground crew personnel, shared that travelers wrote and called the airline congratulating them on the changes the travelers experienced…
    • “I don’t know what you did…but, you’ve changed.”
    • “Your people are a lot better.  Keep it up!”
    • I was flying [your airline] and my plane was delayed.  I became angry and was venting at the ticket agent.  Suddenly I realized that I was being handled in a very professional manner.  I could tell these people had been properly trained.”

    • “Wow, what service!”

 

  • A director of a national beverage company says, “This gives my analysts and corporate customer service personnel the know-how and want-to for dealing exceptionally well with our distributors.”

CASE STUDY: 

 

A manufacturing executive contacted us about their front line service reps. They were receiving too many customer complaints.  They were struggling with difficult, irate customers.

 

His people were, themselves, experiencing stress, and many lacked confidence in dealing with uncomfortable situations.  Morale was not what they wanted it to be—and that was reflected in lower than acceptable customer and employee satisfaction.

 

He told us he needed a way to show his service providers that the company cared about them, but he also needed to make a “culture change” so that the reps. “owned” customers’ needs.  His people needed to be consistently professional and to show customers that their company cared about them, even when handling difficult situations.  They needed practical, specific training. 

Our customer service program gave them these capabilities.

Customer satisfaction has improved, internal morale is up.  “Our culture has turned a positive corner,” the executive told us.   

 

     

WecarebookWhat participants say:

 

  •  “The benefits of WE CARE for me go beyond learning to relate to customers with better results.  The skills help me off the job as well.”

                                                           -Participant from the Federal Reserve Bank

  • WE CARE is unique because it teaches us to pay as much attention to ourselves as we pay attention to our customers.  I have to be “ok” before I can be positive with customers.”

                                                           -Participant from Hallmark Cards

  • “The skills and ideas help me as much with my coworkers as with purchasing customers.”

                                                           -Participant from a frontline service provider

  • “I started using the ideas at home as well as at work.  I found that when one (home or work) is better, the other gets a whole lot better.”

                                                           -Participant from a regional financial institution