Customer Service, Customer Support, And Customer Experience

Customer service, customer support, and customer experience training. Loyal clients through world-class customer service

4.62 (3737 reviews)
Udemy
platform
English
language
Communications
category
instructor
34,135
students
4.5 hours
content
Mar 2024
last update
$89.99
regular price

What you will 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

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.

RESPONSIVE AND CARING INSTRUCTOR: WORLD-CLASS STUDENT SUPPORT

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.

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.

Content

Introduction and a warm welcome to this course on great customer service

Warm welcome and introduction to this customer service course
Subtitles, video quality, your certificate, tips on watching & common course Q&A

Customer service fundamentals

How customer service and customer care are immensely important for growth
Seven types of customer complaints and how to deal with each
Anatomy of a customer complaint interaction from before to after the interaction
Customer support vs. customer experience

Dealing with clients as part of your customer service

Example of an angry customer email and common misunderstandings
Firing bad clients - how to say goodbye in a professional way without damage

Dealing with angry customers since no customer support can escape these cases

Mindset for placating angry customers and having positive interactions
Dealing with angry clients and deciding when to fire clients

Using positive language in your customer support interactions

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

Active listening skills as part of good customer service

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

Adding your unique voice and personality to make your products more engaging

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
Main takeaway

Emotional intelligence when selling

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
Few more points on anger

Online reviews - listening and getting insights despite hurtful comments

Online reviews - listening and getting insights despite hurtful comments
Customer service through Google Alerts

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

Engagement basics for YouTube, general video, or in-person

Speak to whoever is consuming your product as though you made it just for them
In person and on video: your voice, tonality, eye contact and the things you say
Extra YouTube tricks

Using a customer feedback form for customer support

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

Conclusion

Course conclusion quizz
We are nearing the end of the course
FREE: Copy of my business plan book to help you start your business better
How to get the course certificate
Bonus lecture: Next steps

Screenshots

Customer Service, Customer Support, And Customer Experience - Screenshot_01Customer Service, Customer Support, And Customer Experience - Screenshot_02Customer Service, Customer Support, And Customer Experience - Screenshot_03Customer Service, Customer Support, And Customer Experience - Screenshot_04

Reviews

Ssirisha
November 14, 2023
Amazing Couse to improve Knowledge towards Customer Service, Customer Support, and Customer Experience
Muhammed
November 13, 2023
Hello, My Name is Sadiq, I am from Nigeria and i have been working as customer service representative for more than 9 years. All along i thought my 9 years experience is enough to carry me through not until i took this course. you are good and outstanding, your teaching skills are unique and special because this course broaden my horizon. Kind regards, Sadiq.
Armida
November 3, 2023
Customer service there are many different ways to interact with customers and also learn how to approach them.
Marcangelo
August 23, 2023
the speaker provides examples related to the main subject. also, the analogies being exampled is something that can be easily understand.
Marvin
August 15, 2023
This course has all that it needs to initiate as a customer service good advices and examples, we just need to practice.
Joanna
August 10, 2023
Solid customer service training, well explained, and professionally organized and put together. Very good. I am studying customer service to improve my career in this field.
Bernadette
July 31, 2023
It helps me to understand more on how to effectively communicate to customer by actively listening and speaking with knowledge about the products your offering and handle it in a professional manner
Franco
July 27, 2023
A good course to show what customer service is all about, should be shown to all member of a company as this can only improve output and retain customers. Nice and short videos and straight to the point.
Vanlalhruaitluangi
July 27, 2023
The entire course could've been two separate courses; dividing those for start ups with all the tutorials, and those who are not start up, but working in big company already doesn't need those tutorials. Or, the course name should been changed to indicate it's mostly for the start up companies.
Tribe
July 23, 2023
For customer service skills, this is fantastic. I need to improve at how to listen to customers better, how to delight them, and how to turn just about any customer into a long-term, profitable one who will also recommend my business.
Autumn
July 23, 2023
This course had a lot of common sense information but it also had some things that would better help me in the long run. Especially knowing how to deal with certain customers. It was a very informative course that I will probably have to view again.
Nadine
July 21, 2023
I really enjoyed and learned a lot about how to make the customer experience more rewarding for the customer and myself.
RODAH
July 15, 2023
Studying the mindset of the client is very important. also showing empathy in the whole process of interacting is important. Enhancing common support phrases when communicating to clients.
Sara
July 13, 2023
I had a really good experience learning from him. The way he explained things was so fascinating and easy to understand. I really enjoyed every minute of it.
Doreen
July 11, 2023
Yes, it is a relevant course since in my line of work i deal with customers on daily basis hence applicable. Excellent learning.

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704144
udemy ID
12/22/2015
course created date
3/9/2021
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