Walk The Path To Values Driven Service
We empower frontline staff to build a service culture that nurtures both customer experience and staff wellbeing through intention, skill and self care.
Measurable Impact
"Your customers & staff are too important to not invest in!"
Staff Retention
Recruitment sucking up your time?
Constantly onboarding?
Done with the staffing merry-go-round?
Spending too much time putting out fires?
Inconsistent service losing customers?
Angry people/negative reviews hurting your rep?
Customer Loyalty
Staff Wellbeing
Are your staff constantly off sick?
Have low patience with customers?
Making mistakes or visably stressed?
What is Cx lane?
Customer Experience (CX) Lane connects with local customer service teams to facilitate coaching programs designed to:
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Decrease customer complaint volume
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Increase customer loyalty
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Develop organic business through referral/word of mouth
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Strengthen Brand and Reputation
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Reduce staff turnover and sick leave
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Enhance team service culture & morale
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Build staff resilience
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Provide tools for staff wellbeing
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Facilitate safer work environment
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Offer professional development to Front Line and Managerial Staff
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Team Building
You team will leave our program with:
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A shift in mindset, perspective and motivation
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Intentionality and skill to curate your customer’s experience
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Techniques and confidence to de-escalate conflict
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Self-awareness and tools to build mental resilience
Coaching ~ Team Workshops ~ Consulting ~ Service Culture Analysis ~ Culture Mapping ~ Mindset Coaching ~ Recruitment Training ~ Staff Wellbeing ~ Resilience ~ Confidence Coaching ~ Communications Skills Training ~
How CAn we Help?
Mystery Shops
Gain objective insights into your customer journey with detailed evaluations of service standards and your team's performance.
Conflict/Resolution
Equip your frontline staff with the psychological tools and de-escalation techniques needed to handle challenging interactions with confidence.
Staff Wellbeing
Empower your team with mental resilience tools and self-care strategies to reduce burnout, manage stress and enhance long-term retention.
Team Workshops
High-energy interactive sessions focused on building a cohesive, human-centred service culture that aligns with both individual and business values + standards.
1:1 'In work support' coaching
Wrap around confidential 1:1 support to build staff capacity - Stress, Time Management, Conflict, Confidence & Communication Skills.
(Internal Customer Service)
One-on-one professional development for managers/owners to get intentional and curate the experience they want for both external customers and internal ones (staff).
If you are not showing up for your customers intentionally, then you are showing up unintentionally...
This shifts the customer from having a curated experience - To an experience of CHANCE!
Are you ok with customer satisfaction being left to chance?
Ashtin's Journey to CX LANE...
My very first Job was in a coffee shop!
I was 14 and 9 months old and too be honest…I had never had a cup of coffee and had no idea why people would want to buy it!
I turned up to the interview an absolute nervous wreck. My Grandma was a Hospitality Trainer, my Mum trained in Deportment and Grooming (old school term for how to hold and present yourself) and my Dad worked in the highly competitive world of music. So, I had been pumped full of every little tip, trick and rule to present myself as the best possible choice to the venue owner sitting in front of me.
So I was sitting in this interview, running through all the things in my head that I was supposed to say and do, when it became overly apparent that none of it mattered. The owner spent most of the interview explaining how he ran his operation and what his service/product meant to the community. When all was said and done, he really only had one question for me;
“Can you be the break people need from their busy day?”
You see, this guy wasn’t just selling coffee; He was selling a time out!
From the busy mum running around town with three kids in tow, the business owner whose ‘to do list’ won ’t quit or the uni student who is trying to cram for finals. He wanted me to provide each customer space and connection for just 5 minutes of their day to reset.
That moment started me on a 20-year journey developing and refining my skills, knowledge, experience and mindset to be the best service professional I can be. Now let me be clear, I don’t ever think that task is done – culture, communication and the human experience are forever evolving, but one thing never changes, “people remember how you make them feel”.
This simple fact is true in every interaction and is key to customer/client loyalty and staff retention – Two things I can increase for you!
Ashtin's Expertise
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Service Culture Coach
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Qualified Counsellor
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Experienced Operations Manager
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Recruitment
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Employment Coaching
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Staff Trainer
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Conflict/Resolution
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Member of Disability Employment Australia
Specialist Industries
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Hospitality
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Retail
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Disability
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Age Care
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Training & Education
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Government Contracts
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Private Career Consultancy
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Employment Services
CX LANE VALUES
Accountability
Accountability is vital to a service that puts its customers and staff at the centre of its operations.
Without accountability, companies do not look to continuously improve, seek customer feedback and strive to empower each person that engages with the service.
Accountability can easily fade in service teams. especially when there is high turn over and staff are working in high pressure environments.
To often company values become nothing more than a virtue signal on a company website or induction booklet.
CX LANE is about actively choosing to take the path less travelled!
Values are the lens through which we make every decision.
Especially when faced with challenges & difficult situations, values are the guiding post for upholding quality servicing.
Respect & Compassion
Respect: Recognition and appreciation of the inherent worth, dignity, rights, feelings & beliefs.
Compassion: The ability to recognise another person's suffering, difficulties, or needs to respond with kindness and understanding.
It doesn't matter if you are serving customers in a cafe, retail outlet, reception or community service; people always deserve respect & compassion. These principles underline all servicing at CX LANE>
Connection
We are living in an increasingly disconnected and divisive society. Many are faced with varying life challenges that can make us reactive and stuck in survival mode. This can lead to disconnected servicing that is transactional & not person centred.
Studies overwhelmingly show that human connection is needed for survival and wellbeing. Ashtin is committed to providing a service that builds & nurtures relationships to foster wellbeing & sense of belonging for all people involved in service.
Location
Based in South East QLD ~ Servicing Australia Wide
Connect Directly
hello@cxlane.com.au
0498 397 962
Consultation
We offer complimentary 20-minute consult via teleconference or phone to discuss your specific service culture challenges and how we can suport