Service that customers remember.
How to build long-term client relationships that compound — 7 habits, the 3 horizons (year 1, 3, 10), the value-visibility rule, and what ends engagements.
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Customer service phone etiquette — 7 phone rules, the first-3-words rule, holding and transferring, handling shouting, and how to close calls professionally.
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How to write a customer service email — the 4-paragraph format and 5 templates: acknowledgment, resolution, refund decline, escalation, follow-up.
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How to say no to a customer without losing them — the 'no, AND here's what I can do' formula, plus 4 scenarios: refund, off-policy, scope, urgency.
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How to de-escalate a customer complaint — 8 phrases that calm the call, 4 emotional stages and what each needs, plus phrases that secretly escalate.
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The service recovery paradox — when handling complaints well makes customers more loyal than no complaint at all. The 5 conditions and when it fails.
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How to handle an angry customer in 5 steps — the LISTEN framework, phone and email scripts, when to escalate, and the move that turns complaints into loyalty.
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