The Customer Service and Experience Handbook
Sales · Nº 10
The Customer Service and Experience Handbook
Give Your Team a Service Standard from First Contact to after the Sale
Your service is great on some shifts. Your customers remember the other ones.
24 tools, 9 ready-made scripts and messages, and a spreadsheet that turn "good service" into a written standard your whole team follows, at the counter, on the phone, and on WhatsApp.
You get 24 tools to see your business through the customer's eyes, write your service standard on one page, handle complaints and bad reviews, and bring customers back. Plus a 6-tab spreadsheet, already filled in with the example.
A book explains the method. This handbook puts it to work: the tool, a worked example, and a spreadsheet with your numbers.
One-time payment of $29.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.
Sunday night, your phone buzzes. New Google review, one star: "Nobody answered my messages." You open WhatsApp. The message came in Friday morning and sat there, because everyone figured someone else had it. Your best associate would have answered within minutes. Friday was a day off. The customer doesn't know that, and doesn't care. All they know is how you treated them. And they told everyone who reads your reviews.
THE SPREADSHEET
Customer service spreadsheet
Use the completed example as a reference and enter your business data in the marked fields. Check the instructions and the calculations before you make a decision.
SOUND FAMILIAR?
Three situations this handbook solves
Monday, before the doors open
You pull one real case from the complaint log or the mystery shopper notes and spend 15 minutes practicing it with the team. Same case, same standard, everyone hears the same answer before the first customer walks in.
A one-star review shows up on Google
Before you type anything, you check whether it's fair, unfair, or has no details. You pick the matching response from the Template kit, stick to the facts, leave out personal data, and answer within 24 hours, for the customer and for everyone who reads it later.
A customer wants to return something they just don't like
Is it a defect, a purchase made at a distance, or a matter of taste? The handbook's decision tree sorts it out, your written policy answers it, and the conversation at the counter stays calm. Where local rules matter, the handbook tells you what to check with a lawyer.
INSIDE
What you'll find in each tool
Five parts. First, you look at your business from the outside: the customer's journey, the moments that decide a return visit, and a mystery shopper visit to your own business. Then you write the house standard. Then the small extras customers remember. Then what to do when things go wrong. Finally, the follow-up, the reviews, and a monthly dashboard with 6 numbers.
WHAT YOU GET
Everything included in your purchase
- The Customer Service and Experience Handbook in PDF: 24 tools, each with step-by-step instructions, a diagram, and a worked example
- The customer service spreadsheet in Excel and Google Sheets, with 6 working tabs, filled in with the example company
- The Template kit: 9 ready-made texts, from the house standard on one page to WhatsApp messages, an exchange policy, and a complaint script
- 2 worksheets to fill in (mystery shopper and complaint), a 15-item final checklist, and a 30-day plan, one week per stage
- Access to your handbook on the Consylion platform
Full table of contents
The 24 tools, in the order you'll use them
Part 1 · Part 1 · See the customer
- 01Customer journeyEvery touchpoint from first contact to after the sale, on one page, with the 2 weakest stages marked
- 02Moments of truthThe few moments that decide whether a customer comes back, and who on your team owns each one
- 03Promise vs. deliveryFind where what you advertise and what you deliver don't match, and close the gap
- 04Customer effortWhy making things easy builds more loyalty than surprising customers, and where to cut their work
- 05Mystery shopperBuy from your own business and score what the customer actually sees
Part 2 · Part 2 · Standardize your service
- 06The house standardHow your business serves customers, written on one page, so everyone serves the same way
- 07The first 30 secondsA greeting script for the counter, the phone, and the first message
- 08Customer service on WhatsAppA response time, labels, and quick replies, so no conversation is left without an owner
- 09Words that reassureWhat to say, and what never to say, when the customer is unsure
- 10Exchanges, returns, and change of mindTell the three kinds of request apart and write the policy that ends arguments at the counter
Part 3 · Part 3 · Delight on a small budget
- 11The little extraSmall details that cost little and that customers remember and talk about
- 12Personalized serviceNames, preferences, and special dates, recorded with a clear purpose and the customer's permission
- 13The first purchaseMake a new customer feel at home and want to come back
- 14Your space and the waitWhat customers notice in your space, and how to make the same wait feel shorter
Part 4 · Part 4 · When things go wrong
- 15Handling complaints in 5 stepsListen, apologize, fix, make up for it, and follow up
- 16The angry customerA script to cool the conversation down without giving in to everything
- 17Bad public reviewsAnswer on Google and on complaint sites, for the customer and for everyone reading later
- 18Service recoveryWhen a well-handled failure turns into loyalty, and when it doesn't
Part 5 · Part 5 · Bring customers back and measure
- 19The 7-day and 30-day check-inThe follow-up that answers questions, heads off complaints, and opens the door to the next purchase
- 20Simple loyalty programsPunch card, points, or club: do the math before you give anything away
- 21Asking for reviewsThe right moment and the right message to ask for a Google review without making it awkward
- 22The referral questionOne 0-to-10 question that shows whether customers would recommend you
- 23Service dashboardThe 6 service numbers to close out on the first business day of each month
- 24Weekly team practice15 minutes a week for the team to practice the standard on real cases
Who it's for
It's for you if
- You serve customers at the counter, on the phone, or on WhatsApp, and the service changes depending on who's on shift
- Complaints, exchanges, and bad reviews get handled on the fly, by whoever happens to be there
- Customers buy once and never come back, and nobody can tell you why
- You run a service business, a store, a business-to-business operation, or an independent practice
- You'd rather have research, scripts, and a monthly dashboard than slogans about delighting customers
It's not for you if
- You want a script that takes a quote all the way to yes. That's The Sales Closing Handbook
- You need a sales funnel, a CRM, and campaigns for your customer list. That's The Sales Handbook
- You need legal advice on a specific complaint or dispute. That's a conversation for a lawyer
- You want a pep talk to fire up the team. This handbook gives them a written standard to follow, not a speech
Frequently asked questions
Will this work for my kind of business?
If you serve customers, yes. The example is a chain of optical stores, but every tool shows how it applies to appointment-based services, retail, business-to-business sales, and independent professionals. You swap in your own stages, channels, and numbers.
My business is small. Do I need all 24 tools?
No. The handbook itself says to start with three: the customer journey, customer service on WhatsApp, and the 5-step complaint script. Add the rest once those three are working.
Isn't good service just about hiring nice people?
Nice helps. But this handbook won't make anyone on your team friendlier. It makes your service predictable: the same standard on any day, in any channel, with whoever is on shift. That part depends on you, not on anyone's mood.
I already have a loyalty card. Should I keep it?
Maybe. Simple loyalty programs walks you through the math first: what the program costs, including what you give to customers who would have come back anyway. Then you decide whether to keep it, change it, or drop it.
How much time does this take?
About 2 hours and 24 minutes of reading, or 6 minutes per tool, plus the exercises. Once it's running, the routine is 15 minutes of team practice a week and a dashboard closed out on the first business day of each month.
What do I get, and in what formats?
Each handbook is a PDF of about 100 pages with 24 to 27 tools. Every tool has step-by-step instructions and a worked example. You also get the handbook's spreadsheet in Excel (.xlsx), which opens in Google Sheets too, with the example already filled in. The message, policy, and clause templates are in the Template Kit inside the PDF, ready to copy and adapt. Read it in the member area or download the files.
How do I know if it fits my business?
Each handbook's page shows the problem it solves, who it is for and who it is not for, the full table of contents, sample pages, and the company used in the examples. The examples come from small businesses in several industries, with illustrative numbers. If it is not a fit, you can ask for a full refund within 14 days of your purchase, as described in the Refund Policy.
What is the difference between a handbook, an area set, and the Series?
A handbook solves one problem. An area set brings together every handbook and spreadsheet in one of the 6 areas, for less than the price of 5 single handbooks. The Consylion Handbook Series brings together all 100 handbooks and 100 spreadsheets, for less than the price of 8 single handbooks, and includes the next handbooks in the Series. Products outside the Series, from Consylion Life or Consylion Business, have their own price. They are sold separately and are not part of an area set or the Series.
Do I need to read everything before I start?
No. Each tool works on its own. Open the table of contents, pick the tool for today's problem, and start there. You can also read it cover to cover.
Do I need to know Excel?
The basics are enough: open the file and fill in the marked fields. The formulas are already built, and the handbook's example is filled in for reference.
How do I pay, and when do I get access?
By card or bank transfer, as a one-time payment with no subscription. Once your payment is confirmed, you get access to the member area by email. Approved card payments are confirmed right away. Bank transfers are confirmed when the funds clear. If access does not arrive within 24 hours of confirmation, check your spam folder and write to team@consylion.org.
How long do I have access, and how can I use the files?
Access does not expire, and you can download the files for offline use. The license is individual. You may read the handbooks, print them for your own use, and fill in and adapt the spreadsheet and templates with your company's data. If you are a consultant, accountant, or manager, you may apply the tools with your clients and deliver the result of your work, not the files. You may not share, resell, or distribute the files or the access.
How do support and refunds work?
Support is by email at team@consylion.org, on business days, with a reply within 5 business days. It covers questions about access, files, and payment. It does not include consulting or advice on applying the material to your case. You can cancel within 14 days of your purchase, without giving a reason, and get the full amount back through the payment method you used. Send the request to the same email. The details are in the Refund Policy.
CONSYLION HANDBOOK SERIES
The 6 departments of your business, for less than the price of 8 single handbooks.
This handbook solves today's problem. The Series solves the next one, and the one after that, with nothing more to pay.
- 100 handbooks with 2,403 ready-made tools, to read on screen and download as PDFs
- 100 spreadsheets for Excel and Google Sheets
- 6 business areas
- Lifetime access, unlocked once payment is confirmed
One-time payment of $197.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.
Sales · Nº 10
Stop letting the shift decide how customers are treated
Your best day of service is already happening in your business. This handbook gives you the tools, the scripts, and the spreadsheet to write it down, teach it, and measure it, so the customer gets that same standard no matter who picks up.
See all 100 handbooks · $197.00
One-time payment of $29.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.