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Customer service, customer support, and customer experience training. Loyal clients through world-class customer service
Created By Sharpening your Axe .
4.7 STAR RATING
37,213 students
enroll now🤔 Struggling to Keep Customers Delighted in Today's Competitive Market?
🤯 Feeling overwhelmed by complaints and frustrated customers
🙌 Seeking a structured approach to deliver exceptional customer service?
🏗️ Ready to transform your customer interactions and build lasting loyalty?
🎨 Yearning to create a seamless customer experience that sets you apart?
💻 Craving actionable strategies to reduce churn and boost customer satisfaction?
Learn at your own pace with over 4.5 hours of pre-recorded video lectures that you can access anytime.
Supplement your learning with a downloadable resource, such as a cheat sheet, workbook, or practice exam.
Take your studies anywhere with access to the course materials on your mobile devices and even on your TV for a comfortable learning experience.
Never lose access to the course content. Enroll once and revisit the lectures and resources whenever you need a refresher.
Earn a certificate upon completing the course, a valuable recognition of your accomplishment.
Earn a certificate upon completing the course, a valuable recognition of your accomplishment.
- 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
15 sections • 73 lectures • 4h 40m total length
Warm welcome and introduction to this customer service course | 03:13
Customer service mindset and the mindset for your every customer interaction | 04:05
How to make each customer feel like they are your #1 customer | 05:28
How to make your customer support seem faster than it is | 04:45
Mindmap and logical flow for how to process a customer service request | 04:01
Knowledge base for handling customer service requests | 04:26
Anatomy of a customer complaint interaction from before to after the interaction | 07:34
Seven types of customer complaints and how to deal with each | 06:50
How customer service and customer care are immensely important for growth | 05:15
Customer support vs. customer experience | 05:23
Paying more to customer facing staff so you can get better and happier employees | 02:32
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Customer service fundamentals quiz | 4 questions
Section introduction - dealing with angry or upset customers | 00:43
Example of an angry customer email and common misunderstandings | 02:19
Setting boundaries that your customers can't cross and protecting staff | 02:46
Dealing with angry clients and deciding when to fire clients | 04:41
Firing bad clients - how to say goodbye in a professional way without damage | 05:10
Quiz on dealing with angry clients | 3 questions
Special language for customer service - section introduction | 01:01
Saying "no" in a positive way that sounds like a "yes" - great customer service | 05:55
Adding positive words to your customer support interactions | 02:15
More positive words that show the willingness to serve and go above and beyond | 04:22
Examples of negative words not to use and how to rephrase | 01:56
Enhancing common support phrases to sound more personalized | 04:25
Case study of how impactful delightful language can be | 01:58
Never give the impression like you gave up on the client | 06:48
How to use estimates of deliverables to your advantage | 05:35
Positive customer service language quiz | 3 questions
How to make every customer feel like a VIP | 01:08
Extra things you can give away that delights clients | 02:51
Examples of how to take a product and make it delight | 06:33
The CEO providing customer service | 05:11
Learn how your competitors delight their clients by becoming their customer | 02:28
Delighting by giving away access to exclusive memberships or features | 02:22
Simple things you can do that delight clients in a disproportionately big way | 02:57
Interactive challenge: let's customer experience brainstorm ideas | 01:22
Quiz about delighting customers | 2 questions
Listening skills - section introduction | 00:59
Active listening for your customer service | 02:10
Example of active listening and improved comprehension I had to go through | 03:21
How to not lose a customer with bad support | 04:41
Ask to rephrase to make sure you understood | 03:58
Example of a listening mistake when I was 17 | 03:28
"Actions speak louder than words" - non-verbal communication | 06:31
Active listening quiz 1 | 3 questions
Active listening quiz 2 | 2 questions
Section introduction on inspiring client interactions | 01:20
Examples of how to add engagement and proactive support into different products | 04:51
Example of grout product creating a support group on FB | 03:07
Section quiz | 2 questions
Email support ticketing software signup | 03:09
Using the knowledge base in Zoho to speed up customer support | 10:28
Email templates in Zoho | 02:28
Mistake not to make with too much automation | 02:20
How to invite other agents and begin delegating customer support tickets | 07:08
Email ticketing section conclusion and last few features discussion | 03:29
Introduction to how emotional intelligence plays a role in customer service | 02:04
Introduction to empathy, sympathy, and compassion in customer service | 04:29
Dalai Lama: Kindheartedness is the mindset for empathy and compassion | 03:37
More on the distinction between Cognitive Empathy and Emotional Empathy | 03:48
Monitor the customer's emotional state | 08:28
If providing customer service over email or instant messenger | 04:33
Using Emotional Intelligence within your customer support interaction | 03:12
Emotion checklist | 03:58
Understanding the emotion of anger | 06:26
Online reviews - listening and getting insights despite hurtful comments | 07:54
Creating your own support hashtag | 02:07
Customer service through Google Alerts | 03:46
Introduction: Incorporating customer support into feedback & product improvement |01:19
Customer Development by Steve Blank | 01:55
Eric Ries: Lean Start-up and product MVP | 03:30
Introduction to creating a customer feedback survey in free Google Forms | 01:13
Creating an account in Google Docs so we can use Google Forms | 02:19
Multi-page forms | 04:32
Finishing the course customer feedback form | 03:16
Script for the feedback collection email | 02:24
Customer feedback form results | 05:32
Customer feedback form quiz | 3 questions
Course conclusion quiz | 2 questions
Have the motivation and drive to do great customer service and create a great customer experience
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.
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.
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.
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.
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.
If you have questions, know that I am here to help! I answer 99% of student questions within 24 hours. Many students tell me that other instructors don't respond. Well, I do because
1) I care about my students.
2) I feel a responsibility to make sure that students get their money's worth from the course.
Entrepreneurs and small business owners who need to do customer support
This customer service and customer experience course has an unconditional 30-day money-back guarantee. This is not just a guarantee, it's my personal promise to you that I will go out of my way to help you succeed just like I've done for thousands of my other students.
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