After joining the workforce as a young teenager, I quickly realized that I had a knack for communication and conflict resolution with my co-workers and the customers I served. I spent the next 30+ years in a variety of settings that ran the gamut from farm field to corporate conference room. In each of those settings I worked directly with the public while focusing on my strength, which has always been the improvement of the customer experience. Today I am focused on the improvement of YOUR business's customer experience and bottom line.
An internet search of "Customer Service Statistics 2021" brings up a wealth of information about customer perceptions and the importance of providing a premier customer experience. People are willing to pay significantly more for goods and services that come from a company that provides an exceptional customer experience. I contend that as life becomes more and more virtual, the more personal and engaging we can make our customer experiences, the more successful we'll be.
We often hear that it costs five times more to get a new customer than to keep an old one. More importantly though, customer retention leads to the greatest profitability because of repeat business, brand loyalty, new customer referrals, and the ability to better budget and plan for growth because a stable customer base means stable income projections.
Aren't you tired of chasing new customers only to replace those that have been lost? Your time and money should be spent growing your business, not just keeping it afloat.
As a "fixer" I love the freedom and ability to work with my clients and tailor their approaches to customer experience to suit their business needs while still holding fast to the universal principles of exceptional customer service. And because I walk my talk, the relationship I will establish
with you will mirror that which you will establish with your own clients; that is, you and I will both be accessible, honest, and eager to find the best solution for everyone involved. That is how I set myself apart from the others in this global sea of competition. And that's exactly how you will set your business apart, too.
Burnout levels are high for customer-facing employees who are often trained ONLY about the product or service they're supporting and the rules of the office or call center in which they work, with little to no training provided regarding dealing with the emotions, baggage, and triggers within themselves and within the people on the other end of the line or chat.
Because they generally don't know what to do with difficult conversations other than to stay calm to avoid getting fired, the people who work in customer experience often reach the point where just to emotionally survive, they do just enough to get the customer off the phone and still get a paycheck. This minimum effort to maintain employment is the last step before the employee leaves and the whole process begins again with a new employee. Your business cannot grow properly in this cycle. And this cycle is greatly remedied with affordable and targeted training.
A stable workforce means a team that really knows your product and services. It means a team you can trust, and a team that your customers will come to know and respect as partners. The goal is to have a team that feels rewarded personally and financially, which engenders loyalty and tenure.
Personally, I'd rather spend my time and money on enhanced training and pay raises for the folks who've been loyal to me, which has a better payoff in the long run for everyone involved. You've trained your team how to service and support your product. I will train them how to defuse, de-escalate, and engage your customer base to not only retain those customers but also to create a few "superfans." Additionally, the skills I train significantly reduce employee burnout by empowering customer service representatives to take control of difficult interactions and turn them around into wins. Those types of wins are energizing, and energized employees are one of your greatest assets. They do more because they're hungry for the next win. And that hunger will sharpen your competitive edge.
__________________________________________________________________
Disclaimer
This disclaimer (“Disclaimer”) sets forth the general guidelines, disclosures, and terms of your use of the kimberlylodico.com website (“Website” or “Service”) and any of its related products and services (collectively, “Services”). This Disclaimer is a legally binding agreement between you (“User”, “you” or “your”) and this Website operator (“Operator”, “we”, “us” or “our”). If you are entering into this agreement on behalf of a business or other legal entity, you represent that you have the authority to bind such entity to this agreement, in which case the terms “User”, “you” or “your” shall refer to such entity. If you do not have such authority, or if you do not agree with the terms of this agreement, you must not accept this agreement and may not access and use the Website and Services. By accessing and using the Website and Services, you acknowledge that you have read, understood, and agree to be bound by the terms of this Disclaimer. You acknowledge that this Disclaimer is a contract between you and the Operator, even though it is electronic and is not physically signed by you, and it governs your use of the Website and Services. This disclaimer was created with the help of the disclaimer generator at https://www.websitepolicies.com/disclaimer-generator
Representation
Any views or opinions represented on the Website are personal and belong solely to the Operator and do not represent those of people, institutions or organizations that the Operator may or may not be associated with in professional or personal capacity unless explicitly stated. Any views or opinions are not intended to malign any religion, ethnic group, club, organization, company, or individual.
Content and postings
You may print or copy any part of the Website and Services for your own personal, non-commercial use, but you may not copy any part of the Website and Services for any other purposes, and you may not modify any part of the Website and Services. Inclusion of any part of the Website and Services in another work, whether in printed or electronic or another form or inclusion of any part of the Website and Services on another resource by embedding, framing or otherwise without the express permission of the Operator is prohibited.
Reviews and testimonials
Testimonials are received in various forms through a variety of submission methods. The testimonials are not necessarily representative of all of those who will use Website and Services, and the Operator is not responsible for the opinions or comments available on the Website, and does not necessarily share them. All opinions expressed are strictly the views of the reviewers.
The testimonials displayed are given verbatim except for grammatical or typing error corrections. Some testimonials may have been edited for clarity, or shortened in cases where the original testimonial included extraneous information of no relevance to the general public. Testimonials may be reviewed for authenticity before they are available for public viewing.
Indemnification and warranties
While we have made every attempt to ensure that the information contained on the Website is correct, the Operator is not responsible for any errors or omissions, or for the results obtained from the use of this information. All information on the Website is provided “as is”, with no guarantee of completeness, accuracy, timeliness or of the results obtained from the use of this information, and without warranty of any kind, express or implied. In no event will the Operator be liable to you or anyone else for any decision made or action taken in reliance on the information on the Website, or for any consequential, special or similar damages, even if advised of the possibility of such damages. Information on the Website is for general information purposes only and is not intended to provide any type of professional advice. Please seek professional assistance should you require it. Information contained on the Website are subject to change at any time and without warning.
Changes and amendments
We reserve the right to modify this Disclaimer or its terms related to the Website and Services at any time at our discretion. When we do, we will revise the updated date at the bottom of this page. We may also provide notice to you in other ways at our discretion, such as through the contact information you have provided.
An updated version of this Disclaimer will be effective immediately upon the posting of the revised Disclaimer unless otherwise specified. Your continued use of the Website and Services after the effective date of the revised Disclaimer (or such other act specified at that time) will constitute your consent to those changes.
Acceptance of this disclaimer
You acknowledge that you have read this Disclaimer and agree to all its terms and conditions. By accessing and using the Website and Services you agree to be bound by this Disclaimer. If you do not agree to abide by the terms of this Disclaimer, you are not authorized to access or use the Website and Services.
Contacting us
If you have any questions, concerns, or complaints regarding this Disclaimer, we encourage you to contact us using the details below:
https://www.kimberlylodico.com/contact-us/
This document was last updated on March 1, 2022
