What Cate knows about customer service that you don't.
Hello, I’m Cate Schreck!
I’m the Co-Founder and Director of Lightbulb Training Solutions (LTS), a Service Excellence Coach and the author of “The A-Z of Service Excellence”. My book is in the hands of frontline customer service staff from Ballarat to Bendigo, Geelong to the Gold Coast, Perth to Point Cook and Adelaide to Auckland. It’s also in School Libraries across Victoria for students and is also used by Education Support Staff as a resource to help the School provide excellenct service too.
I am known for designing and delivering workplace training programs that educate and motivate staff to work together in harmony and provide consistently excellent customer service.
I care deeply about the mental health of staff who are relied upon to interact professionally with customers, all customers - the polite, the pushy, the chatty and the challenging and every one in between.
I equate working in a frontline customer service role with juggling…juggling plates and spoons and bubbles whilst music is playing and someone is telling you how to make the perfect pancake.
It’s tough. It’s also rewarding but on some days, it’s just plain tough.
To thrive in a frontline customer service role, staff need a tool box of experiences, skills and knowledge as well as confidence and a supportive team. And they need time out. Time out to reflect, to refresh and to sharpen those tools.
What you know.
Customers today want an exceptional experience from all businesses. We want more than the product , we want information, solutions, choice and honesty and if you can make us feel valued, we’ll come back and bring out friends and family with us. But disapoint us, and we’ll tell everyone we know and strangers.
What I know
Many businesses don’t know how to identify people with excellent customer service skills at the recruitment stage and they don’t know how to inspire staff to provide a consistently excellent level of service. They ‘cross their fingers’ and let ‘common sense’ guide how staff interact with customers ….and that doesn’t work.
Why doesn’t it work? Because different customers have different service expectations and if frontline staff don’t know how to identify the expectation of each customer, or they believe a friendly smile and warm welcome is enough, customers leave feeling underwhelmed and undervalued.
What works? Creating a team of Customer Service Professionals and the first step is a complimentary Customer Service Analysis.
That’s right - it costs you nothing to learn more about what I know your customers want and what your frontline staff need.
Just want to chat and find our more about how Lightbulb Training Solutions can help you, help you team? CLICK HERE.