Claudia Academy · free
Practical training for business owners who never want to forget a customer.
Short, concrete lessons on customer contact: phone calls, WhatsApp, appointments and follow-up. You learn how to do it, with templates you can use right away. No account, no paywall.
First course
Build a customer service system that never forgets a request
Learn step by step how to organize phone calls, WhatsApp messages, appointments and follow-up professionally, even without paid software.
What you have at the end
- An honest baseline: how many unique requests you get and how many are left waiting
- A phone script, a callback process and an escalation plan for your team
- A WhatsApp Business account set up with a profile, quick replies and labels
- An appointments and follow-up list in which nothing falls through the cracks
- A weekly scorecard and a fixed fifteen-minute improvement meeting
How the Academy works
First understand, then do, then measure
Step 1
Read the lesson
Each lesson explains one part of your customer contact, with an example from a business in Suriname.
Step 2
Use the template
Scripts, spreadsheets and checklists you can download and adapt for your own business.
Step 3
Measure whether it works
A simple weekly scorecard shows you what is improving and what still needs attention.
Free tools
Templates you can use today
Spreadsheets with formulas, scripts to keep next to the phone and a calculator with honest assumptions.
- Customer contact audit (spreadsheet)Record every customer request for seven days. The Summary tab automatically counts your unique requests, the response rate and the average response time.
- Missed requests calculatorWork out with your own assumptions what unanswered requests could hypothetically be worth. Every formula is shown; nothing is stored.
- Phone scripts and callback processGreeting, asking questions, calling back, complaints and transferring: ready-made scripts, a decision tree for escalations, a callback list and a handoff checklist.
- WhatsApp Business: quick replies and labelsReady-to-copy quick replies, a set of labels, agreements on who answers what and an escalation policy for messages.
- Appointments and follow-up list (spreadsheet)Every request, appointment and follow-up in one place, with status, person responsible and follow-up date. The overview counts what needs following up today or earlier.
- Weekly customer service scorecard (spreadsheet)Fill in a few counts each week; the percentages work themselves out. With the definition of every KPI, so everyone counts the same way.
- 30-day plan for your customer serviceWeek by week: what you introduce, who does it and how you can tell it works.
- All-in-one customer service playbookThe whole course on one printable page: all five lessons, scripts and checklists. Save it as a PDF or print it for your team.
Blog
Practical guides
- How to set up WhatsApp Business for better customer service: a practical guide for small businessesSet up the free WhatsApp Business app step by step and agree on who answers messages, so no customer question is left waiting. Includes ready-to-copy message templates and a checklist.
- How to track missed calls: set up a simple callback system for your small businessTrack missed calls with a callback list, set callback times, call scripts and a clear rule for when to stop. That way every missed call gets followed up, in a notebook or a spreadsheet.
- How to build an appointment tracker and follow-up system in Google Sheets or ExcelBuild an appointment tracker and follow-up list in Google Sheets or Excel step by step: the right columns, fixed statuses, drop-down lists, one formula for what needs to be done today and a ten-minute daily routine.
Infographics
Lessons in one picture, to keep or share
- 5 steps to never forget a customer question
- How to write a professional phone script
- WhatsApp Business: 5 features every business owner should know
Who makes Claudia Academy?
Bits Please, the company behind Claudia, a paid AI assistant for phone and WhatsApp. The lessons are free and complete: you can do everything yourself without buying anything. If you later want part of it automated, that is a choice, not a requirement.