Aspire to excel

Aspire can help you excel at Customer Care

Using our unique Aspire programme we can help you develop an effective customer focused system that will put the customer at the forefront of your business.

Our combination of face-to-face and digital training helps staff to focus on improved customer inter-action and personalisation, and using the Net Promoter Score (NPS), we set up a constant customer monitoring and review process leading to improved loyalty and better bottom line.

Analyse – Analyse where are you now on Customer Care
Strategy – Set out a strategy based on your CC aspirations
Plan  – Develop the Customer Care Plan
Implement – Implement your Plan for all areas of the business
Review – Review process
Evolve – Evolve to the next level of Customer Care

Business Development Training

We have now released a range of business development courses aimed at helping line staff to grow into supervisory and management roles.

The courses are broken into three sections; Personal Development, Supervisory Development, Management Development, and all courses are digital modules which can be completed on-line.

The Personal Development course is set out over six modules and allows the individual to identify their strengths and weaknesses and then set out a Personal Development Plan as part of the course completion.

Having completed the Personal Development course the staff member is ready to complete the Supervisory Development course which help them fully understand the transition into a supervisory role.

The Customer Care Champions Programme (CCCP)

The Customer Care Champions Programme (CCCP) is a unique training and personal development system to help you develop and nurture a culture of customer care throughout your organisation.

Suitable staff members can be identified and trained as Customer Care Champions and, coached by CCI, will become part of a team to coach and develop staff in an on-job environment.

This will be based on the concept of blended learning, using conventional paper-based formats as well as digital modules. It will also include role play and scenario training and the use of quality circles to nurture a culture of customer care.

dPOP’s

At Customer Care Insights we have learned that good operating systems not alone provide a consistent product and service but also allow the staff to focus on providing excellent customer care.

In tandem with our digital personal development courses, we are now developing personalised operating modules which we call dPOP – digital Personal Operating Procedures.

Using this format, we can take existing operating procedures and convert them into an interactive digital format that can include video, voice-over, role-play, and a quiz format. These modules can also be personalised and designed specifically for the individual operator.

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a widely used metric that measures customer loyalty and satisfaction. It is based on a single question: “How likely are you to recommend our product/service to a friend or colleague?” Respondents answer on a scale from 0 to 10, where:

• Promoters (9-10) are loyal enthusiasts who will keep buying and refer others, fuelling growth.
• Passives (7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (0-6) are unhappy customers who can damage your brand through negative word-of-mouth.

NPS is valuable because it provides a simple snapshot of overall customer sentiment, guiding improvements in customer experience and business performance.