As a business owner, I understand the unique challenges
What I can bring to the table
As a business owner, I understand the unique challenges
What I can bring to the table
- Get practical training applied to where it matters most - current weak ares of customer support
- Focuses on increasing profitability and the valuation of your company
- I understand your unique challenges
- I am good at figuring out what the missing link is - especially when training is not working.
- I work with the executive team, keeping the meetings high energy, high level, and high effectiveness
"I have a no-nonsense approach to things, this means I am focused on results, I am focused on team dynamics, and I am most importantly, focused on the bottom line. I don’t spend time working on things that don’t critically affect those three areas. "
Kate Winter
Is Your Customer Support Training Missing the Mark?
Your team is trained, but are they trained for results?
Most support training is unstructured—a mix of instinct, old habits, and generic scripts from past jobs. This leads to inconsistent service, frustrated customers, and a support team that solves tickets but doesn't build loyalty.
The Risk is Higher With Offshore Teams.
Their one-size-fits-all training doesn't match your unique brand, culture, or standards. Their "good enough" is rarely your definition of "excellent."
We replace guesswork with a framework for excellence. Our custom coaching turns your support team (in-house or offshore) into a powerful force for customer loyalty.
Hold Back on the Money-Back Guarantees
A happy and satisfied customer
ultimately won't want their money back.
You, as the business owner, also don’t want to give customers their money back (let’s be honest). So why offer it?
Because it builds trust, and acts like an insurance policy for potential customers so that they can have the confidence to go ahead with their purchase. The danger here, is not to rely on this as your primary strategy at keeping customers happy.
Instead, your primary strategy should be to make the guarantee irrelevant. Your goal is to deliver such overwhelming value, quality, and service that the thought of asking for a refund never even crosses the customer's mind.
The Training Gap
Your sales team trains weekly. When was your support team's last coaching session?
Think about it. Your sales team receives continuous coaching to close deals and drive revenue. It’s a non-negotiable part of your growth strategy.
But your customer support team holds onto that revenue. Are you giving them the same level of strategic coaching?
For most businesses, the answer is no. This creates a critical gap where customer loyalty is left to chance.
Transform your support team from a reactive cost center into a proactive retention engine with the same commitment to continuous improvement you give your sales force.
- Get practical training applied to where it matters most - current weak ares of customer support
- Focuses on increasing profitability and the valuation of your company
- I understand your unique challenges
- I am good at figuring out what the missing link is - especially when training is not working.
- I work with the executive team, keeping the meetings high energy, high level, and high effectiveness
"I have a no-nonsense approach to things, this means I am focused on results, I am focused on team dynamics, and I am most importantly, focused on the bottom line. I don’t spend time working on things that don’t critically affect those three areas. "
Kate Winter
Is Your Customer Support Training Missing the Mark?
Your team is trained, but are they trained for results?
Most support training is unstructured—a mix of instinct, old habits, and generic scripts from past jobs. This leads to inconsistent service, frustrated customers, and a support team that solves tickets but doesn't build loyalty.
The Risk is Higher With Offshore Teams.
Their one-size-fits-all training doesn't match your unique brand, culture, or standards. Their "good enough" is rarely your definition of "excellent."
We replace guesswork with a framework for excellence. Our custom coaching turns your support team (in-house or offshore) into a powerful force for customer loyalty.
Hold Back on the Money-Back Guarantees
A happy and satisfied customer
ultimately won't want their money back.
You, as the business owner, also don’t want to give customers their money back (let’s be honest). So why offer it?
Because it builds trust, and acts like an insurance policy for potential customers so that they can have the confidence to go ahead with their purchase. The danger here, is not to rely on this as your primary strategy at keeping customers happy.
Instead, your primary strategy should be to make the guarantee irrelevant. Your goal is to deliver such overwhelming value, quality, and service that the thought of asking for a refund never even crosses the customer's mind.
The Training Gap
Your sales team trains weekly. When was your support team's last coaching session?
Think about it. Your sales team receives continuous coaching to close deals and drive revenue. It’s a non-negotiable part of your growth strategy.
But your customer support team holds onto that revenue. Are you giving them the same level of strategic coaching?
For most businesses, the answer is no. This creates a critical gap where customer loyalty is left to chance.
Transform your support team from a reactive cost center into a proactive retention engine with the same commitment to continuous improvement you give your sales force.
The
Liberated Leader™ Method
With a rich international background in Australia, Singapore, Hong Kong, Taiwan, Italy, and China, Kate brings top-level strategies to you.
- Get practical training applied to where it matters most - current weak ares of customer support
- Focuses on increasing profitability and the valuation of your company
- I understand your unique challenges
- I am good at figuring out what the missing link is - especially when training is not working.
- I work with the executive team, keeping the meetings high energy, high level, and high effectiveness
"I have a no-nonsense approach to things, this means I am focused on results, I am focused on team dynamics, and I am most importantly, focused on the bottom line. I don’t spend time working on things that don’t critically affect those three areas. "
Kate Winter
My mission
Empower business owners like you to enjoy running your businesses
My mission
Empower business owners like you to enjoy running your businesses
Is Your Customer Support Training Missing the Mark?
Your team is trained, but are they trained for results?
Most support training is unstructured—a mix of instinct, old habits, and generic scripts from past jobs. This leads to inconsistent service, frustrated customers, and a support team that solves tickets but doesn't build loyalty.
The Risk is Higher With Offshore Teams.
Their one-size-fits-all training doesn't match your unique brand, culture, or standards. Their "good enough" is rarely your definition of "excellent."
We replace guesswork with a framework for excellence. Our custom coaching turns your support team (in-house or offshore) into a powerful force for customer loyalty.
Hold Back on the Money-Back Guarantees
A happy and satisfied customer
ultimately won't want their money back.
You, as the business owner, also don’t want to give customers their money back (let’s be honest). So why offer it?
Because it builds trust, and acts like an insurance policy for potential customers so that they can have the confidence to go ahead with their purchase. The danger here, is not to rely on this as your primary strategy at keeping customers happy.
Instead, your primary strategy should be to make the guarantee irrelevant. Your goal is to deliver such overwhelming value, quality, and service that the thought of asking for a refund never even crosses the customer's mind.
The Training Gap
Your sales team trains weekly. When was your support team's last coaching session?
Think about it. Your sales team receives continuous coaching to close deals and drive revenue. It’s a non-negotiable part of your growth strategy.
But your customer support team holds onto that revenue. Are you giving them the same level of strategic coaching?
For most businesses, the answer is no. This creates a critical gap where customer loyalty is left to chance.
Transform your support team from a reactive cost center into a proactive retention engine with the same commitment to continuous improvement you give your sales force.
The Liberated Leader™ Method
The Liberated Leader™ Method
6 Key Principles
Customer Support also Upsells Effectively
(Staff)
Above Average Service Quality
(Owner)
Customer Advocacy
(Staff)
Bottom Line Focus
(Owner)
Hire and Retain
A-Players for less $
(Owner)
Handling Upset Customers
(Staff and Owner)
Key principles for both the business owner and the staff
+
10 Key Tools
Script & Language Patterns
Escalation Rulebook
Taking Good
Notes
Decision Trees
Chat Channels
Onboarding Handbook
Meeting Rhythms
Performance Reviews
Benchmarks & Delegation Sheet
Meeting Rhythms
Performance Reviews
Benchmarks & Delegation Sheet
Customer Support Mock Worksheet
Customer Support Mock Worksheet
=
The Liberated Leader™ Method
FAQs
How does it work?
We specialise exclusively in helping business owners scale their customer support operations to achieve autonomy and profitability.
Unlike general business coaches, our Liberated Leader Method offers a laser-focused, proven system for turning customer support into a competitive advantage.
We don't just talk strategy; we provide actionable tools and a step-by-step plan you can implement.
What does the 30 min Assessment Call involve?
This is a complimentary, no-obligation 30-minute call where we'll delve into your current customer support challenges, your vision for growth, and your current team dynamics.
This allows us to determine two crucial things: if we genuinely believe we can deliver significant, sustainable results for your unique business, and if our program is the right fit for your goals and commitment level. It's a mutual discovery process.
How do I know if we are the right fit?
A good match when considering a consultant, is to find someone who:
- has the right systemisation expertise
- in the right field
- has shared values
- sets clear expectations
- has experience with business of your size and stage
What is the scope?
All strategies are customised to your business. We always start with the highest pain point, where you’re stuck, or where we can make the biggest impact.
I'm already so busy. How much time will this require from me?
We understand your time is precious – that's why you're here!
Our program is designed to be highly efficient. We meet for 2-8 focused hours per month, but the true time commitment is in implementing the strategies we co-create.
The paradox is that investing this focused time now will reclaim countless hours of your time and energy in the very near future, freeing you from daily customer support chaos.
What results can I expect to see from our consulting?
We will discuss in detail what the best outcomes and values you would like to see in your business and personal life. We will then determine the metrics of success together so we can measure progress.
We will closely monitor and track a key metric important to your business, so that we can all be clear what the measurable results are from our consulting sessions together.
Our clients typically experience: a significant reduction in time spent on day-to-day customer support issues, a more empowered and independent customer support team, improved customer satisfaction and loyalty, and ultimately, a more profitable and scalable business.
We focus on building systems that allow you to step back from the customer support front line and lead strategically.
Will your strategies work for my specific industry/business size?
Our Liberated Leader Method is built on universal principles of operational efficiency, team empowerment, and customer psychology that apply across industries.
While every business is unique, the challenges of scaling support (hiring, retention, processes, and owner overwhelm) are remarkably similar. We tailor the application of our framework to your specific industry, team size, and business model during the coaching process.
If you are unsure, book an Assessment Call today to discuss whether our program is a good fit for your business.
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