The Customer Service Masterclass Training Series

Build a world-class B2B Customer Service function for your business & perfect your Customer Service skills through this one-of-a-kind masterclass.

Why is this Masterclass Being Developed?

Listen as the Masterclass architect Bob Britton explains:

Why the Masterclass is being developed.
The challenges the Masterclass is designed to overcome.
Your next steps in creating a world-class Customer Service team that will directly and positively improve your CX and lead to a reliable revenue stream for your company.

Key Takeaways:

Explore the differences between Customer Support, Customer Success, Customer Service, and Customer Experience (CX).
Learn how to up-sell and cross-sell to create a revenue stream using Customer Service.
Master the skills needed to create not just satisfied customers, but delighted ones.
Understand the importance of AI and other technologies used in Customer Service.
Self-paced and instructor-led learning options are available.
The curriculum is continuously updated to reflect the most current information and best practices.

CS Is a Key Differentiator for Your Customers

Your customers are smarter and better informed than ever. They know that after the contract is signed, their ongoing point of contact with your company won’t be your Sales team, it will be your Customer Service team.
Potential customers will weigh every experience they have with you and your competition. Because they have choices, they’ll choose and stay with the company that does it best, with the least amount of friction. This learning series will show you how to make this happen.

CS Can Be a Great Revenue Stream

Diversifying your revenue stream beyond just the Sales team is a smart move. Customer Service, when done correctly, can be that additional source of revenue.
Generating revenue with Customer Service through cross-selling and up-selling requires more than just taking break-fix calls and keeping the customer’s product working correctly.
Gain insight into how your CS team can get the business acumen they need, reduce customer churn, and put your competition in the rear-view mirror.

CS Requires the Correct Application of Technology

Artificial Intelligence and other tech can be fantastic partners to CS – or, they can drive customers away. “Please listen carefully as our menu options have changed.” Who wants to hear this when trying to reach a human being?
Engage with this learning series to understand the importance of having an interconnected tech infrastructure and seamless communication throughout all customer-facing activities.

86% of B2B buyers are willing to pay more for a great customer experience. (Walker Information)

B2B companies with excellent customer service experience 5–10% higher revenue growth than those with poor service. (McKinsey & Company)

A 5% increase in customer retention can increase profits by 25–95% in the B2B space. (Bain & Company)

65% of B2B customers say they would switch vendors due to a poor customer experience. (Oracle)

52% of B2B buyers say they’ve stopped doing business with a company after a single bad customer service experience. (Zendesk)

B2B companies with a strong omnichannel customer service strategy retain 89% of their customers, compared to 33% retention for those with weak omnichannel service. (Aberdeen Group)

Customer service interactions in B2B affect 70% of buying decisions, making it as important as product quality and price. (Forrester)

74% of B2B buyers say they are more likely to buy from a company that provides personalized service and proactive support. (Accenture)

Loyal B2B customers are 50% more likely to buy new products and 33% more likely to refer new business. (Gartner)

Companies that focus on customer service excellence grow faster than their competitors by 4-8% annually. (Harvard Business Review)

Try a Sample of the Course for FREE!

Experience select modules of the course before purchasing

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Sign Up for Free Customer Service Training

Enter your name and email for access to a selection of complimentary courses from the RGS Customer Service Masterclass Training Series.

Sign Up for Free Customer Service Training

Enter your name and email for access to a selection of complimentary courses from the RGS Customer Service Masterclass Training Series.

Course Authors

Bob Britton, CEO & Founder of Revenue Generation Strategies, LLC (RGS), has 30+ years of military and F500 corporate Sales leadership experience. He focuses on increasing SMB & mid-market top-line revenue by reducing a company’s internal friction, creating customer-centric cultures, and training and coaching all customer-facing teams.

Charlie Forty, President & Founder of 40 & Co. Talent Solutions, brings over 20 years of global talent development and learning leadership experience. He specializes in helping organizations of all sizes enhance performance, build people-centric cultures, and leverage innovative learning technologies. By combining data-driven strategies with human-centered design, Charlie enables his clients to streamline talent operations and invest in solutions that unlock each team member’s full potential.

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