Customer Service Excellence

Success Mindset

• Entrepreneur mindset
• Growth thinking
• Storytelling
• Practical examples
• Q&A

Belief System

• Belief system fundamentals
• Limiting vs empowering beliefs
• Business impact

Introduction to Business

• Business basics
• Types of business models
• Value creation
• Profit vs purpose

Online Business vs Offline Business

• Comparison
• Pros & cons
• Case studies
• Hybrid models

Customer Acquisition Strategy

• Target customers
• Lead generation
• Funnels
• Acquisition channels

Introduction to Marketing

• Marketing basics
• Branding & positioning

Product Packaging

• Product design
• Packaging psychology
• Branding elements

Product Pricing

• Pricing strategies
• Cost vs value pricing
• Pricing psychology

Introduction to Customer Service

• Who is customer
• Importance of service
• Service channels

Service Mindset

• Service attitude
• Ownership mindset
• Relationship building

Customer Psychology

• Buying behavior
• Emotional triggers
• Customer expectations

Face the Customer – Physical

• Body language
• Communication
• In-person handling
• Role play

Face the Customer – Online

• Chat & social media handling
• Online etiquette
• Response frameworks

Face the Customer – Telesales

• Call structure
• Objection handling
• Sales psychology

Complaint Management

• Complaint types
• Resolution frameworks

Set KPI & SQI

• KPI vs SQI
• Performance measurement
• Service quality tracking