Customer Service Excellence: Turn Customers into Loyal Fans

Customer Service Excellence is a practical guide to building service that brings people back, written for small businesses such as online shops, local services, cafés and subscription boxes. It shows you what customers actually weigh when they judge your service (outcome, effort, treatment and speed), then helps you set standards you can keep on your busiest week and remove the friction that causes most messages in the first place.

It is for owners who answer customers themselves and for small teams with a few helpers. You learn to write replies that solve the problem the first time, sound warm and human, stay calm with angry customers, put mistakes right fairly, and run a simple weekly and monthly service rhythm.

What’s inside

• Customer Service Excellence guide (PDF, 70 pages): What Customers Really Want from Service; Set Your Service Standards; Find and Fix the Friction; Write Replies That Solve the Problem; Tone: Warm, Clear and Human; Handling Complaints and Angry Customers; Service Recovery: Making It Right; Refunds, Returns and Fair Policies; Reviews and Public Complaints; Measure How Customers Feel; Build a Help Center People Use; Train Your Helpers; Your 30-Day Service System.
• An exercise with writing space in every chapter, a contact reasons log, a compensation ladder, a monthly service scorecard, a help center planner, a helper onboarding plan, and 11 adaptable reply templates.

Instant download. PDF files, yours to keep.

Questions? Email info@coursemints.com.