Customer Service, Customer Support, and Customer Experience Masterclass
... Loyal clients through world-class customer service...
Great customer skills training is the key to success! With the right customer service skills, you have the power to create positive customer service experiences, build customer loyalty, and advance your career.
What you'll learn
- Customer service to build super-fans who buy more and recommend your business to their friendsCreate a customer experience that delights clients and makes them feel like they are getting a great product
- Make more money from repeat customers and referrals
- Turn even angry clients into loyal, long-term clients through amazing customer service
- Engage your customers in a better way
- Make customers love you
OVERVIEW
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.
Good customer service is 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.
Use customer service and customer experience as marketing and branding strategies to you sell more and create happy customers even if at first you have to deal with upset customers and turn them into superfans.
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.
COURSE CONTENT DETAILS
DAY 1:
TACTICS TO IMPROVE YOUR CUSTOMER SERVICE
- Customer service mindset
- How to make each customer feel like they are your number customer
- How to make your customer support seem faster than it is
- Mind map and logical flow for how to process a customer service request
- Knowledge base for handling customer service requests
- Anatomy of a customer complaint interaction
- Seven types of customer complaints and how to deal with each
- How customer service and customer care are immensely important for growth
- Customer support versus customer experience
- Customer service fundamentals quiz
DAY 2:
DEALING WITH ANGRY CLIENTS AS PART OF YOUR CUSTOMER SERVICE
- Section introduction: Dealing with angry or upset customers
- Example of an angry customer email and common misunderstandings
- Setting boundaries that your customers can’t cross and protecting staff
- Dealing with angry clients and deciding when to fire clients
- Firing bad clients – how to say goodbye in a professional way without damage
- Quiz on dealing with angry clients
- Using positive language in your customer support interactions
- Special language for customer service
- Saying “no” in a positive way that sounds like a “yes” – great customer service
- Adding positive words to your customer support interactions
- More positive words that show the willingness to serve and go above and beyond
- Examples of negative words not to use and how to rephrase
- Enhancing common support phrases to sound more personalized
- Case study of how impactful delightful language can be
- Never give the impression like you gave up on the client
- Positive customer service language quiz
DAY 3:
DELIGHTING CUSTOMERS AND ACTIVE LISTENING SKILLS AS PART OF A GOOD CUSTOMER SERVICE
- How to make every customer feel like a VIP
- Extra things you can give away that delight’s clients
- Examples of how to take a product and make it delight
- The CEO providing customer service
- Learn how your competitors delight their clients by becoming their customer
- Delighting by giving away access to exclusive memberships or features
- Simple things you can do that delight clients in a disproportionately big way
- Interactive challenge: let’s customer experience brainstorm ideas
- Quiz about delighting customers
- 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
- Example of a listening mistake when I was 17
- “Actions speak louder than words” – non-verbal communication
- Listening skills exercise
- Listening skills exercise – answer
- Active listening quiz 1 and 2
DAY 4:
EMOTIONAL INTELLIGENCE IN CUSTOMER SUPPORT AND SELLING, CUSTOMER SUPPORT EMAIL TICKETING AUTOMATION SOFTWARE AND ADDING YOUR UNIQUE VOICE AND PERSONALITY TO MAKE YOUR PRODUCTS MORE ENGAGING
- Section introduction on inspiring client interactions
- Examples of how to add engagement and proactive support into different products
- Example of grout product creating a support group on FB
- Email support ticketing software signup
- Using the knowledge base in Zoho to speed up customer support
- Email templates in Zoho
- Mistake not to make with too much automation
- How to invite other agents and begin delegating customer support tickets
- Email ticketing section conclusion and last few features discussion
- Introduction to how emotional intelligence plays a role in customer service
- Introduction to empathy
- Using Emotional Intelligence within your customer support interaction
- Emotion checklist
- Understanding the emotion of anger
- Few more points on anger
- Online reviews – listening and getting insights despite hurtful comments
- Creating your own support hashtag
- Customer service through Google Alerts
DAY 5:
CUSTOMER DEVELOPMENT AND LEAN STARTUP METHODOLOGIES THROUGH CUSTOMER OUTREACH
- Introduction: Incorporating customer support into feedback & product improvement
- Customer Development by Steve Blank
- Eric Ries: Lean Start-up and product MVP
- Using a customer feedback form for customer support
- Creating multi-page forms with many questions
- Sending out the email with your customer feedback form
- Creating a customer feedback survey in free Google Forms
- Script for the feedback collection email
- Customer feedback form results
- Customer feedback form quiz
