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Communicate & Serve

Customer Service

A practical Business Nous course in the Communicate & Serve track.

9 sessions56 lessons2 hours of study Written lessonsWorkbook includedCertificate

What you'll learn

  • What do customers want?
  • This thing called "loyalty"
  • Measuring customer satisfaction
  • Exercises & tools

Course content

9 sessions · 56 lessons · ~2 hours · first 2 lessons free

▶Day 13 lessons
  • ▶What this module coversFree6 min
  • ▶Activity: Winning Customers’ HeartsFree2 min
  • ▶Customers want CASH2 min
▶Module 1: What do customers want?7 lessons
  • ▶Defining a Lifetime "Loyal" Customer3 min
  • ▶Plus, One’s2 min
  • ▶Why Customers Leave?2 min
  • ▶The Effect of a Bad Experience (Price-Waterhouse Analysis)2 min
  • ▶What Do Customers Want?2 min
  • ▶The Two Needs Each Customer Has2 min
  • ▶Share a recent experience you had when you were2 min
▶Module 2: This thing called "loyalty"9 lessons
  • ▶Importance of Customer Feedback3 min
  • ▶Activity: Rate your own NPS2 min
  • ▶This Thing Called Loyalty2 min
  • ▶Defining a Lifetime Customer2 min
  • ▶Customers2 min
  • ▶Brainstorm some typical Plus One’s in your environment for2 min
  • ▶Examples of Plus One’s2 min
  • ▶Cost of a Lost Customer2 min
  • ▶Lifetime Value of Customers2 min
▶Module 3: Measuring customer satisfaction5 lessons
  • ▶Activity: The Perfect Customer Care Representative2 min
  • ▶Activity: ASK – Attitude, Skills and Knowledge – ASK Model2 min
  • ▶Characteristics of High Performing Service Providers7 min
  • ▶Strategies for Building Rapport8 min
  • ▶Measuring Customer Satisfaction2 min
▶Module 55 lessons
  • ▶Activity: Reverse Brainstorming2 min
  • ▶A Complaint is a Gift.3 min
  • ▶Value of a Complaint2 min
  • ▶Never use these words with customers2 min
  • ▶These are probably some of the worst phrases to use with2 min
▶Module 69 lessons
  • ▶Face Saving Out2 min
  • ▶Not Taking the Bait2 min
  • ▶Customer Service Techniques2 min
  • ▶Examples2 min
  • ▶Example2 min
  • ▶Personal Action Plan2 min
  • ▶Together, we know what’s best for me2 min
  • ▶Reduced customer churn2 min
  • ▶Effective people and process2 min
▶Part 71 lesson
  • ▶Overview2 min
▶Module 411 lessons
  • ▶Having the Right Skills and Attitude2 min
  • ▶Friendliness2 min
  • ▶Empathy2 min
  • ▶Sympathy involves identifying with, and even taking on, another2 min
  • ▶Empathy means acknowledging and affirming another’s emotional2 min
  • ▶Positive customer interactions happen when a customer feels he/she2 min
  • ▶Control represents the customers’ need to always feel that they have2 min
  • ▶Pass the Blocks2 min
  • ▶Empowerment2 min
  • ▶Information2 min
  • ▶Choose your battles2 min
▶Exercises & tools6 lessons
  • ▶Setup2 min
  • ▶Rules2 min
  • ▶Round 12 min
  • ▶Round 22 min
  • ▶What’s the point from this activity?2 min
  • ▶Additional explanation of the activity for further clarification2 min

About this course

A practical Business Nous course in the Communicate & Serve track.

Every lesson is written out in full — this is the complete course, not a summary. You read it, watch the narrated video, and do the exercise against your own business. The workbook is yours to download, print and keep. Finish the lessons and you earn a Business Nous certificate.

Who it's for

Small business owners, managers and ambitious employees who want practical know-how rather than academic theory. No prior study is needed — start where you are and work at your own pace.

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