Customer Service & Support For Customer Service Executives Part 1
Summary
TLDRThis customer service course introduces the fundamental aspects of customer service, emphasizing its importance for building customer loyalty, reducing returns, and enhancing brand value. It covers the roles and responsibilities of customer service executives, including providing support, imparting knowledge, resolving issues, and gathering feedback. The course also offers practical knowledge through live calls, interviews, and webinars with industry experts, aiming to equip participants with the skills to excel in customer service and improve customer experiences.
Takeaways
- 😀 Customer service is crucial for all company roles, including entrepreneurs, account managers, salespeople, and customer service executives.
- 👥 The course covers three main areas: the fundamentals of customer service, the specialized role of customer service executives, and practical knowledge through live calls and expert interviews.
- 📚 The course includes interactive elements like Q&A, assignments, quizzes, and community introductions to enhance learning and engagement.
- 🔄 The instructor emphasizes the importance of continuous improvement and updates to the course to ensure the best customer service experience.
- 🌐 The instructor's background includes leading digital transformation, focusing on customer experience, and using technology to improve customer interactions.
- 🤝 The human connection in customer service is irreplaceable by technology, which should be used to solve problems and enhance the customer relationship.
- 🛠️ Customer service is needed for troubleshooting, educating customers, and providing after-purchase services.
- 💡 Good customer service is vital for building relationships, assisting with product features, reducing returns and refunds, and gathering valuable customer feedback.
- 🏆 The benefits of great customer service include increased customer loyalty, knowledge, reduced returns, and enhanced brand value.
- 👩💼 The roles of a customer service executive are diverse and may include providing product support, imparting knowledge, facilitating contact with other departments, answering queries, resolving problems, updating on deliveries, assisting with onboarding, and taking feedback.
Q & A
What is the primary focus of the customer service course introduced in the script?
-The primary focus of the customer service course is to cover the fundamentals of customer service, the role of customer service executives, and practical knowledge on interacting with customers, including handling upset customers and leveraging technology for improved customer experience.
Why is customer service considered universally important for everyone in a company?
-Customer service is universally important because it impacts the company's relationship with its customers, which is crucial for business growth and maintaining a positive brand image. It's relevant for entrepreneurs, account managers, salespersons, and customer service executives alike.
What is the significance of the statement 'customer is God' in the context of this course?
-The statement 'customer is God' signifies the utmost importance of prioritizing customer needs and experiences in business practices. It reflects the instructor's belief in the central role of customer satisfaction in achieving business success.
How does the course address the issue of dealing with upset customers?
-The course includes a step-by-step guide on how to handle and deal with upset customers, providing practical strategies for customer service executives to effectively resolve customer complaints and maintain a positive relationship.
What role does digital transformation play in improving customer service, according to the script?
-Digital transformation plays a crucial role in improving customer service by enhancing digital interfaces for customer interaction, automating unnecessary workload for customer-facing teams, and enabling a more customer-centric approach to product and service design.
What are the benefits of being a great customer service executive as outlined in the course?
-The benefits of being a great customer service executive include building customer loyalty, increasing customer knowledge about products, lowering returns and refunds, and enhancing brand value through exceptional service.
How does the course incorporate practical knowledge and real-world application?
-The course incorporates practical knowledge through live calls, interviews, and webinars with leading industry experts who share their experiences and best practices in customer service.
What is the importance of feedback in the context of customer service as mentioned in the script?
-Feedback is important in customer service as it provides insights into customer experiences, preferences, and areas for improvement. It is essential for companies to grow and improve their products and services based on customer input.
What are some of the key roles and responsibilities of a customer service executive?
-Key roles and responsibilities of a customer service executive include providing support related to products or services, imparting knowledge about the product, acting as a point of contact for customers, answering queries, resolving problems, providing updates on deliveries, assisting with onboarding and registration, and taking feedback.
How does the course structure support the learning process and motivation of the participants?
-The course structure supports learning and motivation through the inclusion of milestones at 25%, 50%, 75%, and 100% completion, Q&A sections for interaction, assignments for practical application, quizzes for knowledge assessment, and a community for shared learning experiences.
Why is it suggested for participants to introduce themselves in the Q&A section of the course?
-Introducing themselves in the Q&A section helps participants connect as a community, share their professional backgrounds and objectives, and allows the instructor to better understand and fulfill their learning requirements.
Outlines
📘 Introduction to Customer Service Course
This paragraph introduces a comprehensive customer service course aimed at various professionals, including entrepreneurs, account managers, salespeople, and customer service executives. It emphasizes the universal importance of understanding customer service, its benefits, and the role of customer service executives. The course offers practical knowledge through live calls, interviews, and webinars with industry experts, as well as interactive elements like Q&A, assignments, quizzes, and community introductions. The speaker shares personal experience in customer service and digital transformation, highlighting the significance of customer-centric product design and the importance of addressing customer frustrations to prevent upset customers. The paragraph concludes with an invitation to the course with a cultural perspective that regards the customer as paramount.
🤝 The Human Element in Customer Service
The speaker delves into the human aspect of customer service, acknowledging that while data and processes are crucial, understanding human behavior, emotions, and frustrations requires a personal touch that only another human can provide. The paragraph underscores the importance of taking action to improve customer service and reduce complaints, urging participants to prioritize customers and manage upset situations effectively. The speaker also encourages participants to introduce themselves in the Q&A section to foster a sense of community and shared learning. Additionally, the speaker shares personal strategies for maintaining motivation during the learning process, such as celebrating milestones, and looks forward to connecting with the participants as they progress through the course.
🛡️ The Fundamentals of Customer Service
This paragraph defines customer service as the assistance and advice provided by a company to its customers, which can occur at various stages of the customer journey. It discusses the necessity of customer service for troubleshooting, educating customers about products, and providing after-purchase support. The importance of customer service is highlighted through its role as the first point of contact, its ability to build relationships, assist with product features, avoid returns and refunds, and gather valuable customer feedback. The paragraph emphasizes the impact of good customer service on business growth and the critical role of customer service executives in fulfilling these responsibilities.
🌟 Benefits of Excellent Customer Service
The paragraph outlines the numerous benefits of having a great customer service team, focusing on customer loyalty, increased knowledge about products, reduced returns and refunds, and enhanced brand value. It explains how customer loyalty leads to repeat business, positive reviews, and word-of-mouth referrals, which are essential for business growth. The importance of educating customers to prevent returns and the role of customer service in shaping brand reputation are also discussed. The speaker stresses the value that a good customer service executive brings to a company and encourages participants to understand and embody these principles to achieve business success.
🛂 Roles and Responsibilities of a Customer Service Executive
This paragraph details the various roles and responsibilities of a customer service executive, who serves as the primary point of contact for customers. The roles include providing support for products or services, imparting knowledge to customers, acting as an initial contact for issues that may require attention from other departments, answering customer queries, resolving problems, providing updates on deliveries, assisting with onboarding and registration, and gathering customer feedback. The paragraph highlights the versatility and importance of the customer service executive's role in different company sizes and the need for them to excel in these diverse responsibilities to ensure customer satisfaction and business growth.
Mindmap
Keywords
💡Customer Service
💡Customer Service Executive
💡Customer Loyalty
💡Feedback
💡Digital Transformation
💡Customer Complaints
💡Human Connection
💡Process Design
💡Community
💡Milestones
💡Customer Knowledge
Highlights
Introduction to a comprehensive customer service course covering three key areas: understanding customer service, the role of customer service executives, and practical knowledge.
Emphasizing the universal importance of customer service for everyone in a company, from entrepreneurs to salespersons.
Exploring the role and responsibilities of customer service executives, and strategies to excel in this role.
Providing a step-by-step guide on handling and dealing with upset customers as part of the customer service executive's role.
Practical knowledge through live calls, interviews, and webinars with industry experts sharing their experiences and best practices.
Course features include Q&A sessions, assignments, quizzes, and a community introduction section to foster learning and connection.
The instructor's background in leading digital transformation and customer service improvement in a large South African bank.
The importance of designing products and services from a customer's perspective to maximize their experience.
The role of digital transformation in improving customer experience through technology and reducing unnecessary workload for customer-facing teams.
Insights on being a spokesperson and handling customer complaints that become public, emphasizing empathy and problem-solving.
The significance of customer complaints data in process design to improve customer satisfaction and avoid future frustrations.
The irreplaceable value of human relationships in customer service, even as technology advances.
The call to action for students to introduce themselves in the Q&A section to build a sense of community and shared learning.
The benefits of setting and celebrating learning milestones throughout the course to maintain motivation and engagement.
Defining customer service as assistance and advice provided by a company to its customers, emphasizing its importance in troubleshooting, educating, and after-purchase service.
The importance of customer service as the first point of contact and its role in building relationships, providing assistance, avoiding returns, and gathering feedback.
The benefits of a good customer service executive in generating customer loyalty, increasing customer knowledge, lowering returns, and enhancing brand value.
Describing the various roles of a customer service executive, including providing support, imparting knowledge, resolving problems, and taking feedback.
Transcripts
hi welcome to the introduction of your
customer service course in this course
we'll cover three spares or three words
as you know about customer service the
first world we'll cover is the world of
customer service what is customer
service right how to give excellent
customer service and most importantly
what are the benefits of great customer
service and this section is universally
very important for everyone in the
company for entrepreneurs for account
managers for salesperson even customer
service Executives of course everyone
needs to understand the importance of
customer service the second sphere we'll
cover is people who provide specialized
customer service and those are customer
service Executives in this SP we'll talk
about who is a customer service
executive what are the roles and
responsibilities of customer service
Executives and finally we'll cover the
great point the most important point of
this course is how to be a great
customer service executive and as a
bonus in this section we'll also cover
how to handle and deal with upset
customers in a step-by-step guide and
and finally the third sphere is
practical knowledge in this sphere we
cover live calls and how to interact
with customers we have interviews and
webinars with leading experts in the
industry of customer service and they
share their experiences and their best
practices in this section and don't
worry the course does not end here we
have Q&A section we have assignments
where you get to apply what you've
learned we have quizzes in this course
not just that we have lessons that
congratulate you on learning mind so
that we can celebrate our learning
together there's a section where you get
to introduce yourself to the community
so that we can learn together from each
other as a community as well and the
best part I constantly keep updating and
improving this course to provide you the
best customer service experience in my
culture we say customer is God so with
folded hands I welcome you to this
course in my career I've been involved
in handling customers and improving
customer customer service in many
different ways currently I'm helping to
lead digital transformation in a large
Bank in South Africa and as part of this
transformation of our business we are
ensuring that we design our products and
services from the customers perspective
with the intention of maximizing the
customers experience of their
interaction with us we have to be a lot
more outside in in the way that we think
about our business and that customer
perspective must drive everything that
we do so we're constantly doing research
with our customers and asking them what
we can do better and how we can design
our products better we're trying to
understand how we improve the touch
points with customers where breakdowns
and frustrations happen that leads to
upset
customers equally a digital
transformation program is an opportunity
to improve customer experience with
technology not only by improving the
actual digital interfaces that customers
use to interact with us but also to help
our customer-facing teams and our
salespeople by removing unnecessary
workload that can be automated and this
leaves them to focus more on the
customer relationship and the human
connection that will always be important
in a business even if a lot more of it
becomes
digital I've also been a spokesperson
for our organization I've had PR
training and how to talk to the media
and how to address customer complaints
that become visible to the
public the public rarely measures your
organization when things are going well
but when things go wrong you suddenly go
under a microscope and it's often a
spokesperson that is the human
equivalent ENT that people are looking
at to see if there is empathy an
apologetic attitude and a willingness to
look for Solutions and those are all the
things that you have to do to manage
upset
customers I've also been involved in
process design where customer complaints
data is vital to provide analytics about
how we can improve those processes to
fix breakdowns and avoid future
frustration in our customers and I've
also run my own small businesses over
the years and as the owner of those
businesses I've often had to deal
firsthand with unhappy customers through
all of this
experience I've learned that the most
important thing is to bring it back to a
human relationship technology will never
replace that but it can solve many of
the problems that get in the way of fol
focusing on the human relationship data
and process can never truly understand
human behavior human emotion and human
frustrations only another human can do
that and all of these things are
important and there is much that you can
learn to improve customer service and
reduce customer complaints but you will
need to take action to put it into
practice and see the benefits of it in
your
organization and with your customers so
customers are the lifeblood of your
business you'll need to put them first
and you'll need to manage them when they
get upset so that they stay with you and
bring repeat business um back to help
drive your success going
forward hi welcome to this course and I
just want to ask a favor from you I
would like that you introduce yourself
in the Q&A section of this lecture I
want you to answer a few things such as
where are you from what are you do in
your professional career and what you're
looking to get out of this course the
reason behind this introduction is it
helps us connect as a community it helps
me connect with you so that I can see
where my students are logging in from
what their objectives are and how I can
fulfill their learning requirement and
their experiences it also helps you
connect with other students see where
they are coming from and it establishes
a sense of community and Community helps
us to learn together and grow together
so please introduce yourself in the Q&A
section in this course and let us know
what you're looking to get out of this
course what you learned and you can come
back to this section as well when you
completed this course or gone further
down to share your experience with this
course so that we both can connect learn
from each other's experience and grow
together and in general as a community
of over thousands of students that take
my courses so please introduce yourself
I look forward to learning more about
you thank you I just wanted to take a
minute of your time before you start get
going in this course in addition to
being a course creator I take a lot of
courses the reason why I do that is it
helps me improve my skills learn new
ideas and Concepts when I take courses I
sometimes find it difficult to keep the
learning process going in that case what
I've implemented with my own learning
process is a a strategy of having
milestones and then celebrating those
Milestones so in this course I'll do the
same for you and I'll be your partner
while you learn through this course I've
set up various Milestone along this
course at 2 5% 50% of the course 75% and
finally 100% what these Milestones will
do is whenever use these Milestones I'll
come and congratulate you on reaching
that Milestone we'll celebrate our
accomplishment of learning of growing
and having reached that Milestone and
that will help us motivate and push us
further to keep doing the course keep
continuing learning and that will help
us grow so I wish you all the best and I
look forward to seeing you when you
reach that 25% Mark next thank
you hi welcome to your course on how to
be a great customer service executive in
order to get into the course we need to
first talk about the fundamentals of
what essentially even customer service
is right what is basically the word
customer service or what it stands for
so we can simply Define customer service
as the assistance and advice provided by
a company to those people who buy or use
its product or Services the service can
be before during after or even for a
lifetime right so now you may ask why is
customer service even required it's
required for few reasons firstly it's
required to troubleshoot problems right
whenever there's an issue with the
product uh customer service is required
to help troubleshoot that problem it's
also required to educate the customers
about a product or service so whenever
the customer needs more information how
more understanding about the features
how to use the product educate and
thirdly it's used for after purchase
service when after purchasing they take
the product home they have any issues or
they want any service any add-on service
anything they requir that's why customer
service is required so let's get into
why is customer service important and we
have to really understand why customer
service is important so that we can
understand why good customer service
executives are required in a company and
why is it required for you to be a great
customer service executive and how you
add on value in your company so to begin
with there are few reasons why customer
service is important first is it's the
first point of contact right the
whenever anyone requires any contact
with the company or any company uh any
product or any service right customer
service is the first point of contact
it's the first impression that any uh
one any company makes on the customer
that is why it is very important it's
the first point of contact and after
that yes you can have further
escalations but they are the face of the
company they represent the company the
brand its values everything about the
the company is represented by the
customer service so that is why it's
very important secondly uh customer
service helps build a relationship
between the customer and the company
what happens is a lot of times the
customer might call the customer service
executive and they might ask questions
they might have queries they might have
some hesitations they might have some
doubts anything that they have and they
want to talk about if there is a person
that they can reach out if there is a
point of contact they will it will help
make a relationship ship strong whereas
if it's a stonewalled company right when
there don't there's no heline number
they cannot talk to anyone how will that
product or that service make a
relationship with the customer so it
helps build a strong relationship with
the customer then it's assist right
there are lot of products that require
assistance right there can be new
features in the products that the
customer is not able to access there can
be doubts that the customer might have
how to use the product so any kind of
assistance that the customer needs it is
very very important for example whenever
we buy any pet related or dog products
for our own pet we require so much
assistance because we want to be sure
and we want to ask 100 questions and
100% sure about every product and how to
use it that's why assistance by that
brand or that product is very important
for us then we move on to um the fact
that customer service helps avoid
returns and reduce returns and refunds
so what happens is returns can be for a
lot of reason and we'll get into that in
the course but primarily let's say it's
due to lack of Education the customer
doesn't understand how the product works
while the customer soice executive can
explain that this is the reason why um
or how or educate them that this is how
the product works and that helps reduce
returns or return return and returns can
be for any reason right but whatever the
reason is they have someone to talk to
about it they have someone to say hey
this is the reason why I want to return
this is the reason why I refund refund
and the customer service executive can
help as much as possible to avoid that
scenario because let's face it returns
and refunds create huge losses for a
company especially any online or
e-commerce company it's a very loss
making proposition to C return or fund
that's why customer service executive is
important to form that strong bond solve
all problems educate solve any issues so
that the returns and refunds are reduced
and finally very important topic is
feedback the only way to make any
product or service better or any company
to grow is to understand understand how
the customer is using the product what
they like about the product what they do
not like about the product what they
want in version number two so everything
about a product or service and any
Improvement will come through feedback
and that is where good customer service
uh executive comes in where they take
constant feedback constant updates and
then they update that feedback in the
company so that the company can grow
improve and learn from its mistakes and
uh do what they're doing well so these
are all the reasons reasons why it a
good customer service is important in a
business so even if you have a small
customer service department even if you
have one customer service negative but
if they're fulfilling all these
responsibilities they're fulfilling all
these important goals it'll help your
company your sales your business grow
exponentially in the long run because
you'll be forming relationships helping
customers with their problems educating
them about the product building trust
building a relationship and that's the
secret to growth in any business
thank you hi welcome to your course on
how to be a great customer service
executive in this section we're talking
about the benefits of a good customer
service executive and the benefits are
endless and I'm hopping again and again
on the benefits is because I really want
you to understand the importance that a
good customer service executive has and
the value he brings or she brings to the
company and that value is tremendous so
let's Dive Right into what are the
benefits of great customer service the
first is Customer Loyalty Customer
Loyalty increases many fold when you
have a great customer service
relationship between the customer and
the company the best way for any company
any business to grow that even I have
experienced through all my businesses is
if I have generating repeat business if
I have loyal customers if I have raving
fans in my business and that Customer
Loyalty can be only generated if there's
a relationship between the customer and
the company and that is done by the
customer service executive cu they are
the point of contact in the company they
are the point of contact that helps or
discusses or gets in touch with the
company to begin with right no CEO is
talking to every customer but the
customer service executive is there to
build the relationship and then he or
she builds a customer loyalty now what
happens with customer loyalties you get
the three hours right you get the repeat
business very important very valuable
that's free business no marketing
required then you get reviews reviews
are very very very very very important
in a business especially in an online
business these days reviews testimonials
these are very important to generate
trust to give social proof and help
anyone understand why they should buy or
why they should buy the product or
service because that establishes trust
and finally it is referral and word
about business that's the best form of
marketing it can be very exponential and
it's free right that's after every
videos Everyone these days says please
share our video why because sharing the
video is generating free views for free
right and that's why uh this referral is
the best form of business the word of
mouth is best form of marketing and that
is why these three are repeat business
review and referral are very important
and that is formed by having a good
customer service executive and good
customer service team the next benefit
of a great customer service team is
increased customer knowledge a lot of
time what happens is customer may
purchase a product but they not know of
all the features so that's where a good
customer service executive can help help
increase a customer knowledge about the
product or the services that go with the
product for example the camera or the
recorder I'm shooting with right now I
did not have enough information but I
contacted the company there was a good
customer executive I was having certain
issues when I first bought it they
helped me out through it and that's how
I became a loyal fan and that's how you
know my knowledge about the prod
increase I understood what are the
features that it had and that sort of
increased my relationship with the
product and that's why I've always used
this camera so that it helps me um it
for I have formed a relationship and it
helps me understand the product better
and I'm definitely a loyal customer to
the company then thirdly why customer
service executive is important is it
helps lower returns and refunds I'm
again bringing this point of because
it's very important that the return rate
is low in a company because they can be
the biggest factor in loss so good
customer Serv actives helps educate the
customer about the product uh helps of
any issues and lowers return and refund
rate which can be very harmful for a
company and finally it increases the
brand value right how many times have
you talked about a product and said he I
bought this product but I was not able
to use it uh or I had this issue there
was no one to answer there's literally a
stone wall between the company and the
customer that sort of barrier is bad for
a brand whereas there are so many brands
that are well known for their
exceptional customer service and those
are the brands we love to be part of
those are the brands we love to Eng
engage with the most U for example
zappers which was this shoe brand right
this was the online shoe company they
had a stellar uh reputation about having
great being great customer service and
that reputation was the primary reason
why their business uh expanded expans so
there are these popular companies that
are known just for that being a great
customer service Executives and great
customer service department and you want
to be one of those companies so that
increases your brand value people will
associate your brand with good service
and good service can only happen when
you have a great customer service
executive and a great customer service
team backing you so this is why great
customer service or being a good
customer service is very important and
that's why I've created this course as
well to help you out to understand what
makes a great customer service executive
so that you can accom get all the
benefits that I've talked about reach
your goals in your company and in your
business thank
you hi welcome to your course on how to
be a great customer service executive in
this section we're going to talk about
who is a great customer service
executive and what are his roles
customer service executive is the person
who provides customer service to the
customer in a company right they are the
first point of contact for any customer
let's dive into what are the roles a
customer service executive might have to
fulfill for the company and they can be
varied roles based on the company each
company can have customer Executives in
different roles and different positions
give them different responsibilities so
we'll talk about all these
responsibilities and what you have to do
in each role and each responsibility so
the first is to provide support related
to product or service right this is
usually done in order for any question
or any query that a customer might have
um Provide support to them help them out
with the product or service this is
usually more common in technical
products for example laptops computers
um they require a lot of support because
they're very technical right so um
that's where the customer executive
comes in and they have the role of
providing support and uh solutions for
those technical products then we move on
to impart knowledge a lot of time what
happens is customer requires more
knowledge about the product or service
that they are buying or even after
they've bought it they require more
knowledge for example one of my friend
who works in a customer service
executive for a cake company customers
even call them to ask them how long the
cake is going to be fresh for where do
they keep it do they keep it in
refrigerator do they keep it outside so
everything related to the cake is just
knowledge so uh customer service
executive can also have the role of
imparting the knowledge about product or
service that the company deals in then
we move on to getting the relevant point
of contact or person in the team so a
lot of times what happens is uh customer
might have a issue with the accounting
department or customer might have
certain issues with the finance
department billing department anything
so the um customers executive is
responsible for being the first one to
contact and then forwarding or referring
their query to the relevant team that
they can handle the issue or the uh
concern better the next Ro
responsibility is to answer queries
whatever questions they might have they
have to be answered then it is to
resolve problems help with any problems
that the customer might have while using
the product while purchasing the product
uh after purchasing the product any sort
of issues that a customer might have
they're responsible for resolving them
um this is very common for example in
credit card companies or in any banking
sort of company where the company or the
customer using credit card they have any
issu with the points loyalties the
billing charges anything they can be
Vari number of issues so whatever their
problems are the customer service
executive is responsible for resolving
those problems and then um which is
common this role is common in more
e-commerce companies which is provide
updates on
deliveries um this is a very common
issue very common type of role for a
customer service we have to provide
update on the delivery schedule where
the product is when will it be delivered
and all that is one of the roles that a
customer service phase for that they
need proper update proper portal where
they can check and get back to the
customer then it is assist onboarding in
registration a lot of companies have
sort of registration platform uh where
there are long forms or the customer
might need updates so customer might
need help onboarding registration
understanding the form uh so that is one
of the other roles that a customer
executive can face and then finally it's
to take feedback uh a lot of companies
have a team that is just focused on
taking feedback getting feedack Feb
calls after a certain period of time to
understand how customers experiences
with the product what they can do how
they can improve get ratings get reviews
so all that taking feedback is another
role so there's so many roles that a
customer service executive can fall into
there's so many hats they might to wear
in smaller companies they might have to
do all the roles in larger companies
they might be separate team for those
roles but they're all equally important
roles and a great customer service
executive must understand how to
function in each of these roles we'll
discuss this in the course how to be
good in each certain role and how to be
a great customer executive no matter
what hat you have to wear so I look
forward to seeing you uh where we talk
about each role and how we can grow in
each role thank you
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