Mini-course · PDF
Master Customer Service in 7 Days
A seven-day introduction to customer service. Use it alongside the path to practise responses to common requests and complaints and build a playbook for your team.
Choose a learning goal
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Start Here · Improve customer service
Build a playbook for difficult customer conversations
Use Master Customer Service in 7 Days to prepare for common requests and complaints. Finish with three response templates and a guide for when to escalate an issue.
Academy members can download the workbook and save their progress as they work through the path.
Learn with these resources
Your four steps
Pick three common situations
Choose the customer situations you most want to handle better.
Read and do · Start the mini-course and list the situations your team finds hardest to handle. Choose three, such as a late delivery, a complaint or a refund request.
Finish with · Three scenarios to practise.
Draft your responses
Write replies that give customers a clear next step.
Read and do · Draft a reply for each scenario. Acknowledge the problem, explain what you can do and tell the customer what happens next.
Finish with · Three editable replies.
Decide when to escalate
Separate issues you can handle from those that need approval.
Read and do · For each scenario, write what you can resolve yourself, who can approve an exception and what details they need.
Finish with · A short escalation guide.
Practise and refine
Try your replies aloud and see where they need work.
Read and do · Role-play the conversations with a colleague or read the replies aloud. Revise anything that sounds scripted or leaves the next step unclear.
Finish with · A one-page customer service playbook.