Discover how to turn your customers into raving fans
Customers, employees and business owners all benefit by being trained and recognized for excellence, increasing self-esteem, productivity, fulfilment, personal and business success.
Have you ever noticed that some businesses seem to be streets ahead of their competitors? They have the biggest number of five-star ratings on Google, their staff are always happy and excited to do business with you and they seem to get all the best breaks? Well there’s a good reason for that.
These businesses invested in creating a positive workplace culture where everybody feels valued, respected and engaged. They worked out how to excel at product and service delivery and maintain the highest levels of client satisfaction. They enjoy repeat business, get plenty of referrals and their staff have long-term job security and are happy, fulfilled and highly productive every day.
If you want your business to run smoothly, stand out from the crowd, and become highly profitable, then I highly recommend you put a focus on these four areas;
- Customer Service Training
- Best Practice Complaint Handling
- Employee Engagement & Recognition
- Industry Recognition Awards
We help business owners and managers to reduce or eliminate complaints and keep their customers happy. We provide tailored training programs built around code of conduct and company values to help you increase customer and staff retention, customer satisfaction, referral business, staff engagement and productivity.
Whether it is the business owner, manager, supplier, staff member or client, everybody deserves to have a good day.
Positive staff and happy customers will keep your business running smoothly.
Empower your staff
‘You add value to people when you value them.’
John Maxwell
Meet Caroline Lovett
Corporate Trainer, Customer Service Specialist, Staff Engagement, Recognition & Awards Professional.
I have a burning desire to make a difference, a positive impact in people’s lives. I look at the pain points in the business and work out how to solve them. I believe embedding positivity in the workplace is the secret to success.
I have a tremendous passion for creating strong employee engagement and designing training solutions that deliver excellent, consistent customer service.
My background for over 20 years has been in team leadership, employee development and the positive customer experience. I am constantly challenging businesses to look holistically at the links between staff engagement, employee recognition and excellent customer service. My robust training approach has delivered significant results including increased customer compliments. My unique and real-world training style has left attendees impressed that it was not the boring HR session they expected.
I also specialise in customer service training for blue collar staff, apprentices and contractors, linking to company values and code of conduct. I have partnered with the International WOW! Awards to promote and assist with managing the employee recognition program in Australia, and to complement my training program.
The WOW! Awards work with organisations across the world, helping them to engage with their customers in a positive way. The customer feedback-based recognition program is a truly unique way of raising customer service standards, improving employee engagement and bringing better results to the bottom line.
It’s all about making it easier for your customers to say, ‘Thank you’ and catching people doing things right!
Caroline is a member of SOCAP, the Society of Consumer Affairs Professionals – where Australian and New Zealand complaint professionals come to connect, develop and train for skills, and advance the complaint management industry.
Training and Advisory Services
Our services are organised around a holistic circle of training and advisory services, each step of the way is carefully crafted to suit your individual business needs and can be applied to any industry sector or business unit or size of operation.
1. Customer Service Training
A business is only as good as its employees. Your business reputation depends on how well you deliver your products and services.
At Credible Source Solutions we deliver internal and external customer service and customer experience training to all employees. This includes front-line, office, retail, call centre, blue-collar staff and contractors.
Our real-world and relevant training programs:
- Link to company values
- Link to company code of conduct
- Provide relevant industry and business-specific examples
- Address the difference in face to face, over the phone and social media customer service.
Additional ways we engage businesses and employees is through:
- Empowering workshops
- Speaker and facilitator opportunities.
2. Best Practice Complaint Handling
Sometimes things go wrong, it’s how you fix it that counts.
At Credible Source Solutions we know businesses, processes, products, and employees will sometimes make mistakes or not meet the customer’s expectations, the customer will be dissatisfied, complain to the business and to others who will listen, often via social media.
We have a philosophy that says ‘things go wrong, it’s how you fix it that counts’ and to reduce brand damage and turn unhappy customers into brand advocates we:
- Deliver complaint handling workshops
- Hold facilitation sessions to identify trends in complaints and empower employees to find solutions
- Are members of SOCAP Australia, a network of Complaints Handling Professionals.
3. Employee Engagement & Recognition
Staff who treat customers well need to be celebrated.
‘If you look after your staff they will look after your customers.’ (Sir Richard Branson)
This is the link many businesses fail to make between training staff to provide excellent customer service and then ensuring they are recognised for delivering a great customer experience.
At Credible Source Solutions the next stage of our holistic model is to build staff engagement and leadership awareness of engaged employees through:
- Delivering engagement and recognition workshops
- Facilitating sessions to identify and develop a robust employee awards program to suit your business
- ‘Catching people doing things right.’ (Derek Williams, Founder The WOW! Awards)
- Partnering with the international WOW! Awards, a customer nominated recognition program designed to easily capture customer compliments and recognise employees.
4. Industry Recognition
Is everybody happy now?
If you and your business are looking after your staff and your customers, providing excellent customer service, increasing staff retention as it is a great place to work and your customers are your brand advocates, then it is time to celebrate your business successes.
At Credible Source Solutions we enjoy helping individuals and businesses share their success stories through industry, customer service, innovation, or leadership awards programs.
Our experience in working with awards programs comes from years of designing awards and recognition programs, judging awards, and entering clients for industry awards. We have an in-depth understanding of awards programs and can tap into these skills to help our clients present the best eye-catching submissions possible.
We have celebrated numerous wins and finalist places with our clients. This is the bit we love the most, helping our clients to stand out and really shine after all the hard work they have put into their staff, their business and for their customers.
We help with industry recognition through:
- Writing awards submissions
- Holding awards writing workshops
- Sourcing and identifying awards programs to meet your business strategy, promote your business innovations and showcase outstanding employees.
1. Customer Service Training
A business is only as good as its employees. Your business reputation depends on how well you deliver your products and services.
At Credible Source Solutions we deliver internal and external customer service and customer experience training to all employees. This includes front-line, office, retail, call centre, blue-collar staff and contractors.
Our real-world and relevant training programs:
- Link to company values
- Link to company code of conduct
- Provide relevant industry and business-specific examples
- Address the difference in face to face, over the phone and social media customer service.
Additional ways we engage businesses and employees is through:
- Empowering workshops
- Speaker and facilitator opportunities.
2. Best Practice Complaint Handling
Sometimes things go wrong, it’s how you fix it that counts.
At Credible Source Solutions we know businesses, processes, products, and employees will sometimes make mistakes or not meet the customer’s expectations, the customer will be dissatisfied, complain to the business and to others who will listen, often via social media.
We have a philosophy that says ‘things go wrong, it’s how you fix it that counts’ and to reduce brand damage and turn unhappy customers into brand advocates we:
- Deliver complaint handling workshops
- Hold facilitation sessions to identify trends in complaints and empower employees to find solutions
- Are members of SOCAP Australia, a network of Complaints Handling Professionals.
3. Employee Engagement & Recognition
Staff who treat customers well need to be celebrated.
‘If you look after your staff they will look after your customers.’ (Sir Richard Branson)
This is the link many businesses fail to make between training staff to provide excellent customer service and then ensuring they are recognised for delivering a great customer experience.
At Credible Source Solutions the next stage of our holistic model is to build staff engagement and leadership awareness of engaged employees through:
- Delivering engagement and recognition workshops
- Facilitating sessions to identify and develop a robust employee awards program to suit your business
- ‘Catching people doing things right.’ (Derek Williams, CEO The WOW! Awards)
- Partnering with the international WOW! Awards, a customer nominated recognition program designed to easily capture customer compliments and recognise employees.
4. Industry Recognition
Is everybody happy now?
If you and your business are looking after your staff and your customers, providing excellent customer service, increasing staff retention as it is a great place to work and your customers are your brand advocates, then it is time to celebrate your business successes.
At Credible Source Solutions we enjoy helping individuals and businesses share their success stories through industry, customer service, innovation, or leadership awards programs.
Our experience in working with awards programs comes from years of designing awards and recognition programs, judging awards, and entering clients for industry awards. We have an in-depth understanding of awards programs and can tap into these skills to help our clients present the best eye-catching submissions possible.
We have celebrated numerous wins and finalist places with our clients. This is the bit we love the most, helping our clients to stand out and really shine after all the hard work they have put into their staff, their business and for their customers.
We help with industry recognition through:
- Writing awards submissions
- Holding awards writing workshops
- Sourcing and identifying awards programs to meet your business strategy, promote your business innovations and showcase outstanding employees.
