Icons & text

  • Customer service to build super-fans who buy more and recommend your business to their friends

  • Make more money from repeat customers and referrals

  • Engage your customers in a better way

  • Create a customer experience that delights clients and makes them feel like they are getting a great product

  • Turn even angry clients into loyal, long-term clients through amazing customer service

  • Make customers love you

Requirements

Have the motivation and drive to do great customer service and create a great customer experience

Description

Customer experience is when you proactively provide great customer care, delight people, and turn them into raving super-fans. Customer service is when you reactively deal with customer problems, delight them, and turn them into raving super-fans. Use customer service and customer experience to create happy customers even if at first you have to deal with upset customers and turn them into superfans. Use customer service and customer experience as marketing and branding strategies because they help you sell more. I consider good customer service an advanced strategy for entrepreneurs because new entrepreneurs tend to focus on getting their next client and typically don't delight their current customers. But once you start giving your client outstanding customer experience, they begin to buy from you again and even tell their friends.
So you don't have to chase new customers. Just delight existing clients and they'll be the ones who will talk about your business and bring their friends to you. Experienced entrepreneurs understand that it isn't enough to just create an OK product. Your product must delight and WOW your customers. And a part of delighting your customers is providing great customer service that inspires positive reactions and emotions in your customers. Once you inspire positive reactions and emotions in your customers, they will subconsciously feel that your product is better than it actually is. Your customers will also associate your business with their positive emotions.
TURN ANGRY AND UNHAPPY CUSTOMERS INTO LOYAL CLIENTS WITH CUSTOMER SERVICE Angry customers are not wrong, crazy, or mean. They are just frustrated and they want your product to work for them. If you provide great customer service, respect them, listen to them, and offer a great solution that works and fixes their problems, you can turn them into clients who are loyal long-term. WHAT IS CUSTOMER EXPERIENCE AND HOW IT IS DIFFERENT FROM CUSTOMER SUPPORT Customer experience is different from customer service. Customer experience is a proactive approach where you create ways to identify good clients and give them a better customer experience. For example, give them something for free when it's their birthday. They will appreciate that and become more loyal as customers. Customer experience is proactive whereas customer support is reactive.
COURSE MATERIAL IS FROM SUCCESSFUL PERSONAL EXPERIENCE AND INDUSTRY GOOD PRACTICES Once I started applying the customer experience ideas in this course, it caused more positive responses from my customers, more sales, more repeat customers, more good reviews, and business growth. I rarely see other entrepreneurs apply these strategies, which is why I feel that they are only used by advanced and experienced entrepreneurs. Customer support isn't hard. It just requires care and attentiveness. POWERFUL CUSTOMER SERVICE AND CUSTOMER EXPERIENCE SKILLS THAT GIVE YOU AN ADVANTAGE People often want formulas or practical blueprint for what to do. This course will give you the customer service and customer experience skills that will give you an advantage over your competition by retaining loyal customers who buy more from you long-term.

Course curriculum

  1. 1
  2. 2
  3. 3
  4. 4

    • Mindset for placating angry customers and having positive interactions

    • Dealing with angry clients and deciding when to fire clients
  5. 5

    • Saying "no" in a positive way that sounds like a "yes" - great customer service

    • Adding positive words to your customer support interactions

    • Examples of negative words not to use and how to rephrase
  6. 6

    • Active listening for your customer service

    • Example of active listening and improved comprehension I had to go through

    • How to not lose a customer with bad support

    • Ask to rephrase to make sure you understood
  7. 7

    • Examples of how to add engagement and proactive support into different products

    • Podcast example to learn from

    • Say thank you in every communication

    • Example of grout product creating a support group on FB
  8. 8

    • Introduction to how emotional intelligence plays a role in customer service

    • Introduction to empathy

    • How I use empathy and emotional intelligence in sales

    • Emotion checklist

    • Understanding the emotion of anger
  9. 9

    • Online reviews - listening and getting insights despite hurtful comments

    • Customer service through Google Alerts
  10. 10

    • Introduction: Incorporating customer support into feedback & product improvement

    • Customer Development by Steve Blank

    • Eric Ries: Lean Start-up and product MVP
  11. 11

    • Introduction to creating a customer feedback survey in free Google Forms

    • Creating an account in Google Docs so we can use Google Forms

    • Multi-page forms

    • Finishing the course customer feedback form

    • Script for the feedback collection email

    • Customer feedback form results