Customer Service Excellence - from customers to operations

person icon Ivan Chagas

Customer Service Excellence - from customers to operations

How to deal with dissatisfied and angry customers and create a human and excellent service

updated on icon Updated on Sep, 2023

language icon Language - English

person icon Ivan Chagas

architecture icon Business,Customer Service


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Course Description

Answer these questions:

  • Do you struggle dealing with angry customers?

  • Do you customers love you?

  • Do your customer recommend you to their friends?

  • Do you feel you are always at the mercy of your customers?

You may think that it's a very hard task to get customers to actually love your company, that only big companies can achieve that you that it's simply unpractical for a business like yours, but guess what: it's not!

Customer Service Excellence can help your business thrive in many ways, like increasing sales, make your customers recommend you to others, comment and rate your company (helping your marketing team), and it ultimately make your customers even more open to your calls and to your proposals.

In this course Customer Service Excellence, you will learn not only what's an excellent customer service and learn and see new unique and amazing tools and frameworks, but also how to shape your own customer services guidelines and also how to create strategies that fit perfectly to your business and customers, so you can achieve an excellent service.

What's in it:

  1. Ten unique downloadable tools, ready to print

  2. There are almost 70 lessons, short and straight to the point

  3. More than 6 hours of content: the most complete course

  4. It's proven to be successful: it was built upon a face-to-face course

  5. Ten written exercises for you to reflect on your skills

  6. Watch it whenever you want and in the order you like

  7. 10 sections covering customer services from A to Z

  8. Support and interaction with the instructor


What will you learn in this course:

  • You will learn how to service EVERY customer with excellence, in an organized way
  • How to deal with unsatisfied customers, with a clear structure for answers
  • You'll have practical tools at your disposal in any moment for every situation
  • How to shape your customer service operations to excellence, modelling your business and structure
  • You''ll get feedback from me for every assignment on the course
  • In the end, you will better equipped to assume a leadership role on Customer Services


What are the prerequisites for this course?

  • None!
Customer Service Excellence - from customers to operations


Check out the detailed breakdown of what’s inside the course

7 Lectures
  • play icon How to navigate through this course 03:32 03:32
  • play icon Hello, I'll be your instructor! 07:31 07:31
  • play icon What to expect when your customers are expecting 06:57 06:57
  • play icon Why does bad service happen 06:21 06:21
  • play icon The two things every customer need 04:25 04:25
  • play icon TOOL: The Attention and Care Framework
  • play icon INSTRUCTION: putting your personas into the framework 06:15 06:15
Fundamentals to Customer Service
6 Lectures
Satisfy your customer needs
6 Lectures
Engage with them: designing your interactions to excellence
6 Lectures
Relationship building
9 Lectures
Voice: defining your style
10 Lectures
Improving your skills
7 Lectures
Conflicts and angry customers
7 Lectures
Efficiency with process
3 Lectures
Being consistent with your SERVICE
7 Lectures
Bonus content!
1 Lectures

Instructor Details

Ivan Chagas

Ivan Chagas

Head of Education, UIUC, TEDx organizer, Duolingo, Top-tier Instructor

Ivan Chagas is event organizer since 2011, instructor for the last 4 years, both online and in-person, certified as Instructional Designer by University of Illinois-Champaign Urbana. A lot fo experience in customer services, leadership and training people, with over 4,000 students in his courses and 20k followers on Linkedin.

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