The Ultimate Customer Service Blueprint: How to Build, Train, and Retain Your Dream Team

Learn the secrets to identifying, attracting, and retaining top customer service employees!

CUSTOMER SERVICE IS THE MOST IMPORTANT POSITION YOU'LL HIRE FOR

Most small business owners don't realize that their Customer Service employees are the most important employees in the entire company.

Why?...

Because customer service employees have the power to shape the minds of your customers. Simply put, they can trigger positive or negative reviews, build or destroy customer loyalty, create positive or negative experiences, and, ultimately influence your profitability. No matter how great your product or service is, if you fail to delight your customers every single time, nothing else matters.

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For just a fraction of what it costs to hire an HR consultant, learn how to identify, attract, train and keep the best customer service talent for your company!

HR Consultants typically charge $200 / hr, and upwards of $4,000 for 4-hour training workshops. For a mere fraction of that cost, you can learn the tips and strategies that will help your small business excel in customer service. This course goes beyond basic training and filling positions; it’s your roadmap to building a customer service team that will drive your business forward!

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Here's What You'll Learn

Understand the profound impact of customer service on your business's bottom line and reputation.

Master the art of identifying candidates who will enhance your customer service culture.

Develop an effective training program that empowers your team and aligns with your business values.

Elevate your team's communication skills to enhance customer interactions and satisfaction.

Refine your hiring process to attract and retain top customer service talent.

Discover innovative strategies to keep your team motivated, engaged, and committed to excellence.

Access a wealth of resources, including templates, checklists, and guides, to support your ongoing journey to customer service excellence.

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Course Curriculum

Here's what's in the course

1

Welcome to the Course!
- Introduction and Course Overview Free Preview
2

Module 1: The Cost of Poor Customer Service
- Module 1 Introduction and Highlights Free Preview
- Understanding Customer Service Impact
- The Ripple Effect of Negative Customer Experiences
- Quantifying the Cost of Poor Customer Service
- The Amplified Impact of Online Reviews
- Customer Service Failures and Employee Morale
- Hidden Costs: Lost Opportunities and Brand Damage
- Strategies to Prevent Poor Customer Service
- Module 1 Summary, Module 2 Preview and Activity
- Customer Service Strategy Action Plan Template
3

Module 2: Hiring for Attitude Over Skill
- Module 2 Introduction and Highlights
- The Significance of Attitude in Customer Service
- Identifying the Right Attitude for Your Business
- Attitude vs. Skill: What Research Shows
- Developing an Attitude-Centric Hiring Process
- Training for Skill: Building on the Right Foundation
- Overcoming Challenges in Hiring for Attitude
- Module 2 Summary
- Module 3 Preview and Activity
- Attitudinal Hiring Worksheet
4

Module 3: The Gap in Customer Service Training
- Module 3 Introduction and Highlights
- Understanding the Customer Service Training Gap
- The Business Case for Customer Service Training
- Key Components of Effective Customer Service Training
- Developing Your Own Training Program
- Addressing Common Training Challenges
- Problem-Solving Session for Your Training Program
- Module 3 Summary
- Module 4 Preview and Activity
- Customer Service Training Strategy
- Customer Service Training Program Action Plan
5

Module 4: Why Communication is Critical
- Module 4 Introduction and Highlights
- Fundamentals of Effective Communication
- Communication Channels in Customer Service
- Enhancing Verbal Communication Skills
- Improving Non-Verbal Communication
- Active Listening: A Key to Effective Communication
- Handling Difficult Situations
- Communication in a Team Setting
- Monitoring and Improving Communication
- Module 4 Summary
- Module 5 Preview and Activity
- Customer Service Role-Playing Exercises
- Communication Skills Enhancement Planner
- Customer Service Active Listening Guide - BONUS
6

Module 5: Strategic Hiring Processes
- Module 5 Introduction and Highlights
- Define Your Customer Service Hiring Needs
- Building an Attractive Employer Brand
- Sourcing Candidates Strategically
- Effective Screening Processes
- Assessing Candidates Holistically
- Decision Making and Feedbck
- Module 5 Summary
- Module 6 Preview and Activities
- Customer Service Interview Template
- Interview Role-Playing Exercise
- Holistic Candidate Assessment Template
- New Employee Onboarding Template
7

Module 6: Retention and Motivation
- Module 6 Introduction and Highlights
- Understanding Employee Turnover
- Creating a Positive Work Environment
- Employee Engagement and Motivation
- Effective Communication and Feedback
- Professional Development and Career Advancement
- Recognizing and Rewarding Performance
- Work-Life Balance and Employee Well-Being
- Building a Cohesive Team
- Module 6 Summary, Closing Thoughts and Module 7 Preview
- Employee Goal Setting Worksheet and Discussion Planner
- Work-Life Harmony Worksheet
- Employee Feedback Form and Discussion Planner
- Mentorship Program Template
- Cross-Training Request Template
8

Module 7: Course Recap and Conclusion
- Course Recap
- Understanding the Big Picture
- Final Thoughts

Course Tuition

Lifetime access. One low fee.

One-Time Purchase

$49.99