If you don't look after your customers,

someone else will.


Ask any CEO of a company, Bank Manager, manager of an office, or front line staff and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince their audience how much they believe in customer service.

“It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc…,” often prove to be mere epitaphs. Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are unjustified and overblown.

It is a contemporary mantra of service-oriented economies throughout the world that the customer is the key to success. Yet, how many of these same people are just miming what others say or think without ever actually considering what customers want, how to deliver good service, how to develop systems that enhance customer satisfaction and create a service friendly environment. The reality is that customer service around the world, with a few notable exceptions, is either declining or stagnating.

Technological developments have dehumanized service while economic pressure and high employee turnover have left customers wondering when they will receive proper service at a fair price and in a timely manner.

Moreover, can a company offer good services/products at low or reasonable prices but still not meet customer demands and suffer financially as a result?

Can a company know the needs and problems of customers without having contact with them and without listening to them?

Today more than ever, businesses are looking for that edge, that point of difference that will separate them from their competitors. Whilst many companies invest into expensive marketing campaigns to drive more traffic into their stores, without having the staff correctly trained in the area of customer service, it is proving to be a waste of marketing money.

That is where CUSTOMER CULTURE comes in.

At CUSTOMER CULTURE we train and consult large and small businesses in the area of customer service. Correct training of staff in the area of customer service has proven to lead to greater sales per customer. It also has the advantage of regaining those customers you may have lost to other “online” outlets due to them having little or no experience with staff in store.

One major advantage the consumer has today is “choice”. If you don’t look after your customer, someone else will! This is where training and retraining in the area of customer service is more important than ever before.

At Customer Culture we don’t have the “cookie cutter” approach. Every client has unique needs so we tailor to suit YOUR needs.

Whilst we tailor every package for every client we essentially have 3 packages that have proven most popular. All packages take place at your work place.


  • 93% of customers indicated that quality customer service was vital to maintaining brand loyalty

Source: Creative Strategies

  • A 5% increase in customer retention can increase profits by 25 – 95%.

Source: Bain & Co

  • Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service.

Source: International Customer Service

  • Only 1 out of 25 dissatisfied customers will express dissatisfaction.

Source – Business e-coach

  • 68% of customers stop doing business with a company because of poor service. Yet 95% of dissatisfied customers would continue to do business with a company if their problem was solved quickly and satisfactorily.

Source: International Customer Service Association,

  • 1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years

Source: NOP

  • 70% of customers left because of a lack of attention from front-line employees.

Source – International Customer Service Association

  • Two-thirds (or 66%) of customers do not feel valued by those serving them.

Source – Business e-coach

  • 6-7 times more expensive to gain a new customer than it is to retain an existing customer.

Source – Bain & Co study in the Harvard Business Review


Frontline staff half day workshop
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On Floor Mentoring Package
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Sales floor staff pre work session
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