Free tools · Claudia Academy
Templates and tools you can use right away
Everything is free to download, without an account or email address. Each template belongs to a lesson that explains how to fill it in.
Spreadsheet · version 1.0
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.
Goes with: lesson 1
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.
Online tool · version 1.0
Missed requests calculator
Work out with your own assumptions what unanswered requests could hypothetically be worth. Every formula is shown; nothing is stored.
Goes with: lesson 1
Missed requests calculator
Work out with your own assumptions what unanswered requests could hypothetically be worth. Every formula is shown; nothing is stored.
Printable document · version 1.0
Phone scripts and callback process
Greeting, asking questions, calling back, complaints and transferring: ready-made scripts, a decision tree for escalations, a callback list and a handoff checklist.
Goes with: lesson 2
Phone scripts and callback process
Greeting, asking questions, calling back, complaints and transferring: ready-made scripts, a decision tree for escalations, a callback list and a handoff checklist.
Printable document · version 1.0
WhatsApp Business: quick replies and labels
Ready-to-copy quick replies, a set of labels, agreements on who answers what and an escalation policy for messages.
Goes with: lesson 3
WhatsApp Business: quick replies and labels
Ready-to-copy quick replies, a set of labels, agreements on who answers what and an escalation policy for messages.
Spreadsheet · version 1.0
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.
Goes with: lesson 4
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.
Spreadsheet · version 1.0
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.
Goes with: lesson 5
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.
Printable document · version 1.0
30-day plan for your customer service
Week by week: what you introduce, who does it and how you can tell it works.
Goes with: lesson 5
30-day plan for your customer service
Week by week: what you introduce, who does it and how you can tell it works.
Printable guide · version 1.0
All-in-one customer service playbook
The whole course on one printable page: all five lessons, scripts and checklists. Save it as a PDF or print it for your team.
Goes with: lesson 1, lesson 2, lesson 3, lesson 4, lesson 5
All-in-one customer service playbook
The whole course on one printable page: all five lessons, scripts and checklists. Save it as a PDF or print it for your team.
The spreadsheets work in Excel and Google Sheets (File → Import). The CSV files use a comma as the separator, as an English-language Excel expects. Print the documents or save them as PDF with the button on the page.