JoAnna Brandi, often called the “Customer Care Lady,” has 20-years experience helping create more positive, customer-caring companies that thrive, where employees are motivated, customers are loyal and competitors are nervous. She's the publisher of the Customer Care Coach®, a ten session self-study customer care leadership program, and Monday Morning Motivation, a weekly focused “self-talk” for people who care about their customers.
JoAnna is a consultant, well-regarded public speaker and author of two books on customer loyalty: “Winning At Customer Retention: 101 Ways to Keep ‘em Happy, Keep ‘em Loyal and Keep ‘em Coming Back” and “Building Customer Loyalty: 21 Essential Elements in Action.” She’s been delighting people worldwide with her biweekly “Customer Care Tip” for over 15 years. JoAnna is a practitioner of applied positive psychology and an “Authentic Happiness Coach," bringing the teachings of the new “Science of Happiness” right into the workplace. She's currently working on a new book, “The Feel-Good-at-Work Factor.” She's also a founding member of the Positive Workplace International.
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Last week was a hectic week; I hope you were celebrating.
The first full week in October is National Customer Service Week. Companies of all kinds have been honoring their employees and customers in fun ways with food and games and a little extra dose of customer consciousness.
My suggestion is to keep it going long after the week is over.
I’d like to share with you what my company did for Customer Service Week: We created a list of seven things every customer service representative needs to know — messages that will long outlast the week itself. Here's the list:
You can learn more about these seven points — and get some neat stuff as well — by watching these short videos (all are less than five minutes):
Customer Service Week message 1
Customer Service Week message 2
Customer Service Week message 3
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