Week 06 · Forge Curriculum
CUSTOMER SERVICE™
The Customer Experience Checklist
Deliver a consistent customer experience that builds trust, generates positive reviews, increases referrals, and creates long-term relationships. Learn how to establish customer service standards that differentiate your company from competitors and turn satisfied customers into advocates.
Topics Covered
What this week covers
Customer Experience Foundations
- Understanding Customer Expectations
- Building a Customer-Centric Culture
- First Impression Standards
- Professionalism Requirements
- Service Excellence Principles
- Customer Journey Mapping
Lead Response Procedures
- Incoming Call Standards
- Web Lead Response Procedures
- Text Message Response Standards
- Contact Form Follow-Up
- Lead Qualification Procedures
- Response Time Expectations
Phone Communication
- Professional Phone Etiquette
- Call Handling Procedures
- Message Taking Standards
- Appointment Scheduling Protocols
- Difficult Call Management
- Escalation Procedures
Customer Onboarding
- New Customer Welcome Process
- Expectation Setting
- Project Introduction Procedures
- Documentation Collection
- Communication Preferences
- Customer Education
Appointment Management
- Appointment Confirmation Procedures
- Scheduling Standards
- Arrival Notifications
- Rescheduling Procedures
- Missed Appointment Protocols
- Follow-Up Procedures
Project Communication
- Customer Update Procedures
- Progress Reporting Standards
- Timeline Communication
- Change Order Communication
- Delay Notification Procedures
- Completion Communication
Professional Conduct
- Employee Appearance Standards
- Vehicle Presentation Standards
- Jobsite Professionalism
- Customer Property Respect
- Workplace Conduct Expectations
- Communication Standards
Complaint Resolution
- Complaint Intake Procedures
- Customer Concern Documentation
- Resolution Frameworks
- Escalation Protocols
- Follow-Up Procedures
- Service Recovery Strategies
Review Generation
- Review Request Systems
- Timing Best Practices
- Review Platform Management
- Customer Testimonial Collection
- Referral Request Procedures
- Reputation Building Strategies
Customer Feedback
- Customer Surveys
- Satisfaction Measurement
- Net Promoter Score (NPS)
- Feedback Collection Systems
- Customer Interviews
- Continuous Improvement Processes
Customer Retention Support
- Post-Service Follow-Up
- Maintenance Program Discussions
- Customer Appreciation Programs
- Seasonal Check-In Procedures
- Reactivation Opportunities
- Relationship Management
Team Training
- Customer Service Training Programs
- Role-Playing Exercises
- Communication Coaching
- Conflict Resolution Training
- Service Standards Audits
- Performance Evaluations
Service Recovery
- Handling Negative Experiences
- Customer Retention Strategies
- Compensation Guidelines
- Reputation Protection
- Follow-Up Standards
- Trust Rebuilding Processes
Performance Measurement
- Customer Satisfaction Tracking
- Review Monitoring
- Referral Tracking
- Complaint Analysis
- Service Metrics
- Customer Retention Metrics
Homework Assignment
This Week's Homework
Build a Customer Service Standard Operating Procedure (SOP).
Deliverables
What You Walk Away With
- Customer Service Workbook
- Customer Experience Checklist
- Phone Script Templates
- Lead Response Standards Guide
- Customer Complaint Resolution Template
- Review Request System Template
- Customer Satisfaction Survey Template
- Service Recovery Framework
- Customer Communication Standards Guide
- Customer Service Audit Worksheet
Outcome
By The End Of This Module
A contractor business equipped with professional customer service systems that improve customer satisfaction, strengthen reputation, increase referrals, generate positive reviews, and create long-term customer loyalty.
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