Udemy

Platform

English

Language

Communications

Category

Customer Service, Customer Support, And Customer Experience

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

4.54 (173 reviews)

Students

5.5 hours

Content

Jul 2021

Last Update
Regular Price

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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.


Screenshots

Customer Service, Customer Support, And Customer Experience
Customer Service, Customer Support, And Customer Experience
Customer Service, Customer Support, And Customer Experience
Customer Service, Customer Support, And Customer Experience

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


Reviews

M
Maureen20 November 2020

Yeah it's a good match for me because I want to start my own business and am getting to learn more on how to deal with my customers and this will help me minimize risks on my business.

A
Anjuma11 October 2020

I had a good experience. Very helpful and informative for me like as a beginner. Thank You Mr. Alex Genadinik

S
Samuel6 October 2020

I was really expecting a lot more focus on customer experience than was offered. The video lectures seem geared more to teaching customer service associates good support skills. Not what I wanted.

F
Florence4 July 2020

Well the course was good. However, I would like more detail on customer support. Its pretty nice for entrepreneur and start ups. Thanks

J
Jacek5 June 2020

I've dealt with angry customers a couple times in my life. It's never easy. Those tips are very good for every business owner who struggles with customer support.

V
Vlatko25 May 2020

This is an comprehensive course on customer service with even some unique ways to use it to sell and build loyal customers.

S
Stoyan23 May 2020

Angry clients can be a real trouble. Thanks to this course I will be able to deal with them in the future.

D
David22 May 2020

I am more confident in myself and my customer service skills now that I have studied this course. Therefore, I would highly recommend this course to anyone who is looking to improve their customer service skills. The tutor is very knowledgeable and much of what he teaches is from his own experience. Thanks for creating this course.

L
Lilia21 May 2020

I like this class and rated with five stars. I was looking for the much needed information and this one has lots of much right information and many examples from real experience in many fields of customer service.

A
Amanda18 October 2018

Highly reccomend this course on customer service. This course is short & to the point & gives lots of examples to help get where you want to be in your business! 5 stars!

K
Kristie8 October 2018

Another great course with lots of great strategies for staying in touch with customers, engaging and increasing sales. Another great class from Mr. Genadinik!

C
Charles8 June 2017

I really did not get nothing from this class. A lot of talk, nothing of value that could be use to help improve your way to engage with people on selling your product.

M
Mattina15 February 2016

Alex, you have done it again; put common sense into simple straight forward understandfulness.. I know that's not a word but it is what I am using. Thank you so much for this course.

B
Brianna25 January 2016

Good course by Alex as per usual. This quality is always expected from him and he always meets it! #Excellent guy

U
Udemy10 January 2016

I love courses that give you exactly what you need without all the fluff. This course was great and the instructor really seems to care and content is interesting and engaging. I just bought several of his other courses, I love Alex's style. I am super impressed


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704144

Udemy ID

12/22/2015

Course created date

3/9/2021

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