THE customer has always been at the heart of Supporting Customer Care Ltd, set up 20 years ago by customer expert Kathy Stiff.
Two decades later the customer remains the key focus for her clients but the emphasis now is more on customer experience than on customer service. As Kathy says “People remember how you make them feel.”
THE customer has always been at the heart of Supporting Customer Care Ltd, set up 20 years ago by customer expert Kathy Stiff.
Two decades later the customer remains the key focus for her clients but the emphasis now is more on customer experience than on customer service. As Kathy says “People remember how you make them feel.”
Business leaders across a wide range of sectors looking to enhance their customers’ experience and develop their peoples’ skills turn to SCC Ltd. And understanding the link between people and process makes a real difference to clients who use Kathy and her company’s network of business specialists.
Kathy said: “In the Business to Consumer arena, consumers may not complain they may simply walk away. Often a business won’t realise or understand why customer numbers are down. So it’s important to make processes easy for your people to use so they can then make things easier for your customers.”
Many of SCC’s clients recognise the need for change or enhancement, particularly in the Business to Business arena, and in working with Kathy can create a strategy for action.
Each client has different needs and can tap in to the company’s extensive resources. For some it could be 1-to-1 leadership coaching while others seek training for specific teams. Others may want to create a customer focused culture within their business while some want to develop initiatives to drive customer loyalty. Some clients want to help their managers lead more effectively in their business while others simply want guidance on how to handle complaints well.
“Whatever the driver, our first meeting with the client aims to understand their needs so we can talk through options for finding a cost-effective solution to meet those needs.” said Kathy.
Kathy, who runs the business with husband Graham, said: “We believe that when good leaders take care of their people, their people will take care of the customer. We help our clients assess what can be done to deliver a memorable experience – looking inside and outside the business – for staff and customers alike.”
To find out more see the website at www.scc-ltd.net or call 01933 651807 for a free consultation.