Check out Delicia Powell's engaging and insightful presentation on how to deliver excellent customer service.

1. Customer Service
The customer is always right. By Delicia Powell

2. Telephone Etiquette
 Agent: Welcome to the Customer Q&A! My name is Angela. How may I
assist you today?
 Customer: Well first off, you took forever to answer my call. The first thing
you could do is tell me why was I on hold so long. I only have a thirty
minute lunch break, and this is ridiculous.
 How should the agent respond to the customer?

3. Customer Service Is Attitude and
Action.
 I

4. Empathy: The Must-Have Skill For All
Customer Service Reps
 Agent : I understand your frustration, and I’m sorry for the inconvenience
that you have faced. Who do I have the pleasure of speaking with
today?
 Customer: Tom Baker
 Agent: Thank You Mr. Baker! How may I assist you today?

5. The Value of Empathy
 What is true 100% of the time, however, is that when a customer reaches out for
service, she or he wants to be heard and feel like the person on the other end of
the conversation truly understands what they are going through.
 We’ve all had bad customer service experiences, and (hopefully) we’ve all had
great ones, too. There are a number of differences, and they all stem from the
presence of empathy. Roughly 80% of the time, service reps don’t even ask for a
customer’s name. That’s an easy way to say, “I don’t care about you or your
problem.”

6. THE CUSTOMER NEEDS.
 Customer: Well, I purchased an Apple iPod off of your site, and I notice
that it didn’t work upon arrival. I would like my money back.
 Agent: I sympathize with your situation. Let me look into this
 Agent: If I understand you correctly, you want a refund on a damaged
iPod?
 Customer: Yes, your company sent me a non-working iPod.
 Agent :Ok Mr. Blake, I will refund you for the damage iPod. Please hold a
few seconds, and I will be right back.

7. HOLD TIMES ON CUSTOMER SERVICE
CALLS.
 The truth is customers expect that you would value their call and the
business they give or the business they can give, and hold times on
customer service calls can be the make or break of a future deal.
 What the customer perceives of your company during the hold times has
a significant tell on how the customer would react when they actually
speak with the customer service person and even whether they would
continue their association beyond this first touch-point.

8. Being Proactive
 Know There's a Problem? Tell Them You're Fixing It.
 Customers share a great deal about themselves through their interactions
with companies. It’s in companies’ best interests to turn the data resulting
from those interactions into opportunities to proactively interact with
customers and anticipate their needs.

9. Refund money at all times if asked –
and suggest to refund if it isn’t
 One of the most important things to WOW your customers and not just
satisfy them is to always give them the option to get a refund. At any time.
No matter who and under which condition. It is something we have made
a firm policy and have received tons of amazing feedback.
 The reason is simple. If someone buys your product, it is all about trust. And
if you always show complete transparency, by offering a refund at any
time, you can really prove that. Also, as you issue refunds, you will be much
more likely to investigate exactly why the person wasn’t happy with your
product or service. That way you can improve the product and really feel
the pain point, instead of arguing about whether you should issue a refund
or not.

10. Thanking your customer for the wait
 Agent: Thank you for your patience, Mr. Blake.
 Agent: I was able to refund your balance of $72.50. Please expect 2-3
business days for your payment to show up on your account.
 Customer: Thank You Angela!
 Agent : Your welcome, is there anything Else I could help you with?
 Customer: No
 Agent: Okay Mr. Blake, You have a great day!

11. In-person, face to face with your
customers
The same goes for in-person customer service.
Listen to your customer's concerns in their entirety. Even if you have heard the same
complaint a dozen or more times that day, and you already know how to fix the issue, most
customers feel better about an interaction with a company if they are allowed to fully vent
their frustration before getting a solution.
Apologize if there was an issue that caused the customer to be frustrated. Even if it wasn't
your fault or the fault of the company you work for, expressing empathy to a customer will
give them a much better opinion of you and your company.
Keep a smile on your face, and never let an angry customer visibly affect you. If you remain
calm and helpful, the customer is much more likely to walk away satisfied.

12. Face To Face Interaction
 Offer your customer multiple options. Customers like to feel like they have
choices, so phrase questions or offers in several different ways.
 Time is money, and the more efficiently you can serve your customers, the
more money you save them. Customers do not have time for slow service
or habitual mistakes, handle their needs quickly, accurately and
courteously. This step alone is sure to bring customers time again.

13. Why You Should Always Be Thanking
Customers?

14. Reasons To Be Thanking Customers
 Your customers want to feel valued
 No one likes to feel like they are in a one-way relationship, the kind where
you are always giving yet are never receiving. The same is true in
commerce. Customers want to feel like there is a two-way relationship with
a company.
 It can have financial benefits
 Thanking customers to get them to feel valued should be enough to
motivate most of you. But, it also has some financial benefits.

15. How To Start Thanking Customers
 Thanking customers is a step towards a total customer retention strategy.

16. Always Say “Thank You” –
Kindness and Gratitude will Take
You Far
Last, but certainly not least, always say “Thank you.” As many as 3 out of 4
customers say they have spent more with a company because of a history of
positive experiences. Kindness and gratitude for a customer’s business is an
undeniable way to further enchant them for the long term.
Craft every thank you send out from your company to be specific to the
customer, relevancy is key. Be as appreciative as possible to your customers for
taking the time to go through the process of resolving their issue. Finally, follow up
with a good old fashioned “Thank you.”

17. Customer Experience

18. Create a “Wow” Experience for your
Customers

19. 12 Things Every Customer Wants

20. Good customer service
 The customer needs are top priority.
 Every customer wants to feel appreciated.
 Take time to go above and beyond to fulfill their needs.