Customer Service Masterclass: Turn Buyers Into Raving Fans
What you'll learn
- Understand the basics of customer service and its importance in today's world
- Improve company-wide awareness of customer needs
- Communicate effectively with customers both verbally and nonverbally
- Master the art of proactive customer service to optimize the experience and proactively delight every customer
- Respond to customer inquiries and solve problems in a way that leaves the customer satisfied and impressed, turning any negative emotions into positive ones
- Draw inspiration and learn from a collection of real-world stories and examples of exceptional customer service
- No prior experience necessary!
Welcome to the Customer Service Masterclass, your guide to delivering exceptional customer experiences and turning casual buyers into raving fans.
Customer service has never been more important. In the digital age, one bad customer experience can have a devastating impact on your brand’s reputation.
But the reverse is also true: by consistently overdelivering on expectations, you’ll have customers singing your praises and driving powerful word-of-mouth marketing in no time.
Designed for both customer service professionals and other teams within your organization, this course takes a uniquely holistic approach to customer service, encouraging company-wide awareness of customer needs.
Here are some of the things we’ll cover:
Customer Service Fundamentals: Understand the basics of customer service and why it’s so important in today’s world.
Foundations of Exceptional Customer Service: A few basic principles you’ll want to master before interacting with customers.
Communication Skills: Strategies for communicating effectively with customers, including listening skills, body language, and even specific words and phrases that you may want to use (or avoid using) to make every interaction more positive and productive.
Proactive Customer Service: Learn what it takes to optimize the experience and proactively delight the customer before they ever reach out to you.
Reactive Customer Service: Respond to customer inquiries like a pro and solve problems in a way that leaves the customer satisfied and impressed, turning any negative emotions into positive ones.
Customer Service Examples: Draw inspiration and learn from a collection of real-world customer service stories.
Mental Health: A few tips for approaching customer service in a way that is both healthy and rewarding for you as a human being.
After this course, you should walk away with a high-level understanding of what it takes to deliver outstanding customer service in the modern world. You can use this knowledge to improve your own business, or to boost your customer service career with your current or future employer.
Who this course is for:
- Anyone working in customer service (now or in the future)
- Businesses looking for ways to provide a better experience than their competitors
- Anyone leading a customer service team
- Small business owners and startup founders
- Applicable to all industries
Brad Merrill is the CEO of Merrill Media, a modern holding company focused on building independent, scalable businesses at the intersection of technology and media. He is regarded as an expert in his field, teaching business and technology courses to more than 100,000 students and providing marketing training to a number of prominent startups and Fortune 500 companies.
Merrill considers himself a passionate creative: he loves creating articles, videos, websites, companies, workflows, and new ideas. He has been creating things on the web since 2007, working on dozens of projects and reaching tens of millions of people in the process.
In 2010, Merrill founded VentureBreak, which became a leading source of news about innovation for forward-thinking entrepreneurs, investors, business executives, and interested consumers. Under his leadership, VentureBreak served more than half a million monthly readers, appeared regularly on Techmeme, and found itself cited by a number of notable publications, including the Wall Street Journal. While at the helm, Merrill personally interviewed hundreds of entrepreneurs and industry luminaries, sharing their stories with VentureBreak’s global audience. In 2015, VentureBreak was acquired by the organizer of Europe’s largest technology meetup.
Merrill still has his finger on the pulse of the industry as he works to build new properties in today’s evolving media landscape. One such property is GigaPress, a comprehensive source of free resources for WordPress bloggers, creators, and freelancers.
In addition to developing authoritative new media brands, Merrill leads mDash, an online education studio that specializes in condensing years of industry experience and extensive research into engaging, digestible online courses for students in more than 180 countries.