đ One-up the competition with extreme customer service
November 13, 2024

This weekâs must-reads:
- A process template for outlining the customer journey.
- Diving deep in the customer experience for business growth.
- Introducing the Trainual community.
- And why you should take the next step to extreme customer service.
STARTER PACK
Template of the week: Process for Building an End-to-end Customer Experience

Let us ask you a simple question: What does your customer experience look like?
Psych â youâve fallen into our trap! Because itâs not simple at all. From first impressions to the inevitable choice of âTo be [a customer] or not to be [a customer],â the journey holds a lot of key milestones. And understanding where your potential customers are at can really help you personalize their experience, and ultimately get them coming back for more.
đ And to get you started? Get your team set up with this Customer-led Growth: Process for Building an End-to-end Customer Experience template. With all the steps you need to map the full journey, optimize your services, and create sticky customers.
âCheck out our entire template archive of free and customizable policy, process, and role starters. New to Trainual? Get a demo.
MIND READER
Getting inside the customerâs head to grow your business
Hear us out:
Being in business is a little like being a mind reader. We look at people who have specific problems, appear in front of them with the perfect solution, and voila! We have a match made in heaven.

But our brand of mind-reading requires a bit of work.
As far as weâre aware, no oneâs running their business with Professor X-style powers â knowing what our customers want requires some research upfront. And according to Georgiana Laudi, co-founder of Forget the Funnel, rethinking the customer experience helps uncover what customers really want, creating a foundation for building loyal, satisfied users who champion a brand.
Introducing the Jobs to be Done (JTBD) framework:
Georgianaâs framework digs into the specific âjobâ or task that a customer âhiresâ a product or service to complete. Hereâs how it works:
- Start with research. Find current customers to explain their experience motivations for âhiringâ you.
- Look for common themes in their answers, like specific pain points, desired outcomes, or priorities.
- Then, use these insights to improve and personalize future experiences, like through messaging, feature prioritization, and refinement of customer onboarding.
đ§ Catch Georgianaâs full podcast episode for more tips.
TRAINUAL TIPS & TRICKS
Join the Trainual Community for insider knowledge at your fingertips

Ever wonder how everyone else is organizing and optimizing their business playbook? If youâre in search of advice and best practices from business leaders whoâve been there, done that, look no further than the Trainual Community.
When you join the Trainual Community, you get just that â a community. A place like-minded entrepreneurs and business leaders are going to chat about all things onboarding, training, and SOPs.
Letâs say youâre looking for a better way to organize your training or youâre creating your first flowchart and need some suggestions. You can pop a question in the âAsk the Communityâ section to get tip-top advice from business owners, HR experts, ops managers, and other industry and process pros from all across the country.
Plus, when you join this customer-only community, youâre the very first to know about new features and enhancements, events, and more.
No matter what stage youâre in with your training and documentation (from our 2018 OGs to our friends who havenât quite started yet), thereâs a place for you in the Trainual Community.
So? Hop on in, say hi, and start leveling up alongside other winning teams today.
đ Learn more about the Trainual Community. Not a Trainual customer? Get a demo.
OVER THE TOP
Going all out on customer service for bigger business success
Weâve all been there.
The waiter who poured wine into your lap and didnât apologize. That airline support member who couldnât possibly help you find your baggage. The local goods business owner who delivered your product late and gave you sass about it (even if he is your son!).

Bad customer service is pretty memorable â and the standards for service recovery are totally achievable. It basically includes:
- Making time to listen.
- Acknowledging and apologizing.
- Having a meeting of the minds to come to a mutual understanding.
- Acting and following up on the issue.
Youâre likely already setting the bar for good customer service â but that means you only deal with the âsatisfiedâ customer. To elevate them to âloyal and engaged,â (who are less price-sensitive, more forgiving, and more willing to try extra offerings), itâs time to embrace extreme customer service.
Say goodbye to âjust getting by.â
Find your âwowâ factor. It can be an over-the-top gesture (one that could make you go viral) or it could be an every-day kind of wow (like recognizing repeat customers and addressing them by name). You can also look to include anticipatory customer service, where you answer questions that havenât been asked yet or fulfill wishes that havenât been voiced.
Once itâs embedded into your culture, youâll get customers coming back for more (and more and more).