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EXCELLENCE
Excellence Work
EXCELLENCE WORK

Serve Customers Well

0/15STARS
LEVEL 1 · 0/3LEVEL 2 · 0/3LEVEL 3 · 0/3LEVEL 4 · 0/3LEVEL 5 · 0/3START
0/15 stars lit

What customers actually judge, how to recover from failures, how to say no and handle anger (and how to protect yourself from the costs of emotional work) from meta-analyses of complaint handling, emotional labor and recovery from work.

2h 56m5 constellations
AT THE SUMMIT, YOU WILL BE ABLE TO

01Handle complaints the way customers judge them: outcome, process and treatment

02Recover from failures and say no without losing the customer

03Protect yourself: deep acting, autonomy and switching off

04Turn complaints into fixes that prevent the next one

Every lesson of Serve Customers Well

15 lessons in 5 levels, about 3 hours. Level 1 is free.

Level 1What Customers JudgeFree · 3 lessons
  1. Outcome, process, treatmentKnow the three things customers judge when something goes wrong.11 min
  2. Listen firstListen in a way that calms an upset customer, and gets you the facts.12 min
  3. Checkpoint: right first timeKnow why preventing failures beats counting on great recovery.12 min
Level 2Handle ComplaintsMembership · 3 lessons
  1. Five steps to recoverRecover from a failure with a fair outcome, a smooth process and respectful treatment.11 min
  2. What a customer is worthPut recovery costs in proportion to what a returning customer is worth.12 min
  3. Checkpoint: the damaged deliveryHandle a complaint call end to end.12 min
Level 3Emotions at WorkMembership · 3 lessons
  1. Surface acting, deep actingKnow the two ways people manage emotions at work, and which one costs more.11 min
  2. Room to decideSee how job autonomy protects service workers, and ask for it.12 min
  3. Checkpoint: when customers are rudeKnow what rudeness does to service staff, and one way to blunt it.12 min
Level 4Hard MomentsMembership · 3 lessons
  1. Behind the angerUse perspective-taking in the moment, without taking abuse.11 min
  2. Saying no, wellRefuse a request outside policy while keeping the relationship.12 min
  3. Checkpoint: when to hand overKnow when to end a conversation and get help, and do it safely.12 min
Level 5Last the DistanceMembership · 3 lessons
  1. Switch off after workUse psychological detachment to recover from service work.11 min
  2. Complaints as dataTurn a complaint log into the one fix that removes the most complaints.12 min
  3. Capstone: your service playbookPut judging, recovering, emotions, hard moments and recovery time into one playbook.13 min
FREE

Level 1 is open.

Membership opens every other level of this path.

See membership
AFTER THE CORE

Keep going where this path leads.

Communicate With ConfidenceListening and hard conversations · 3h 25m
Run a Small Business That LastsComplaints and reviews for owners · 2h 57m