Course Curriculum Guide

Customer Service Excellence

A comprehensive program that transforms you from the ground up — building an entrepreneurial mindset, mastering customer psychology, and delivering world-class service across every channel.

Class Name

Discussion Area

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

Class Name

Discussion Area

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

Customer Service Excellence

Zero to Entrepreneur

Customer Mastery & Service Excellence

Navigation

Support