Customer Service & Customer Support - Even Angry Clients
4.8 (35 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
961 students enrolled

Customer Service & Customer Support - Even Angry Clients

Customer service, customer support, and customer experience to build loyal clients even dealing with angry customers
Highest Rated
4.8 (35 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
961 students enrolled
Created by Alex Genadinik
Last updated 6/2020
English
English [Auto]
Current price: $13.99 Original price: $19.99 Discount: 30% off
5 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 2.5 hours on-demand video
  • 4 articles
  • 20 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Customer service to build super-fans who buy more and recommend your business to their friends
  • Create 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
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 them, 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.

OFFICE HOURS WITH PERSONAL HELP

What sets this course apart is the office hours I hold with students. During office hours, you can get extra business advice from a real expert. During office hours, you can ask me any business question you want about topics like customer service and customer care. I will do my best to help you. The office hours are free, I don't try to sell anything. It is just another thing I do to make your course experience better. 

I form many amazing and long-term business relationships with people in my courses and I hope one day I can meet you.

MONEY-BACK GUARANTEE

This customer service and customer experience course has an unconditional, Udemy-backed, 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. 

Invest in your future. Enroll today, improve your customer service, and see your business grow.

Who this course is for:
  • Entrepreneurs and small business owners who need to do customer support
Course content
Expand all 36 lectures 05:12:24
+ Dealing with clients as part of your customer service
2 lectures 07:18
Example of an angry customer email and common misunderstandings
02:26
Firing bad clients - how to say goodbye in a professional way without damage
04:52
+ Dealing with angry customers since no customer support can escape these cases
2 lectures 09:34
Mindset for placating angry customers and having positive interactions
03:54
Dealing with angry clients and deciding when to fire clients
05:40
+ Using positive language in your customer support interactions
3 lectures 09:58
Saying "no" in a positive way that sounds like a "yes" - great customer service
05:42
Adding positive words to your customer support interactions
02:16
Examples of negative words not to use and how to rephrase
02:00
+ Active listening skills as part of good customer service
3 lectures 13:39
Active listening for your customer service
05:48
Listening mistakes
05:00
Ask to rephrase to make sure you understood
02:51
+ Adding your unique voice and personality to make your products more engaging
4 lectures 16:33
Examples of how to add engagement and proactive support into different products
04:54
Podcast example to learn from
02:54
Say thank you in every communication
05:28
Example of grout product creating a support group on FB
03:17
Main takeaway
1 question
+ Emotional intelligence when selling
6 lectures 23:58
Introduction to how emotional intelligence plays a role in customer service
02:08
Introduction to empathy
04:09
How I use empathy and emotional intelligence in sales
06:30
Emotion checklist
04:05
Understanding the emotion of anger
06:49
Few more points on anger
00:17
+ Online reviews - listening and getting insights despite hurtful comments
1 lecture 08:08
Online reviews - listening and getting insights despite hurtful comments
08:08
+ Customer Development and Lean Startup methodologies through customer outreach
3 lectures 08:52
Introduction: Incorporating customer support into feedback & product improvement
01:20
Customer Development by Steve Blank
03:46
Eric Ries: Lean Start-up and product MVP
03:46