1. Customer Service & Employee Best Practices The True Engine that Runs Companies Yuedong Tony Lu

2. Agenda Added Features TitleMain Subject & TopicsExternal Customer ServiceInternal Customer ServiceEmployee AttributesEmployee Best PracticesResources for your Future

3. Main Subjects & Summary of Main Attributes Why is Customer Service Important? Customer Service Attributes

4. Main Subjects & Summary of Main Attributes Why is Customer Service Skills Important? Where are they important? How do customer service skills correlate with being a good employee? What Soft Skills Hard Skills Commu- nication Rep your Company Collaboration

5. As an employee, you are a stakeholder to your company Invested in the company Your actions in performance, results, the way you conduct yourself, and particularly customer service reflects the company you work in Correlates directly with your employee attributes Soft skills are transferable between internal and external (retail and other stores) CRM (Customer Service Management) software Tracks metrics to encourage best practices Industry standard for large organizations at present In-N-Out Consistently ranked top Amazon Services & Hotlines Trader Joe’s Premium products and prices But CS brings retention AT&T (Ranked #4) by Diversity Inc. Four Pillars Employee Community Marketing Suppliers Importance of Customer Service Successful customer service model is a key differentiator between competitor retail stores – Customer Brand Loyalty Treat customers like human beings, not a sales number Comes from the top down Particularly with large companies Formal training is essential to develop those soft skills Communication Patience Internal Examples Representing your Company Retail

6. What separates a bad employee, average employee, and good employee Good Employee Attributes

7. Soft Skills Hard Skills Personal Interpersonal Skills Collaboration – Team Effort Leadership Optimism - Positivity Be good at your job Software – Coding – appropriate to your function Capacity to learn and retain knowledge Detail Oriented – Multi-tasker Leadership Being accustomed to the culture of the company Confident Continuous Learning – NEVER STOP LEARNING (CFA) Team-work Being Modest – YOU ARE A TEAM. Eliminate I’s, replace with “As a team” “As a Unit” “Through our team effort we” Employee Positive Attributes

8. Actions to take to prepare to be a good employee – Action Items Employee Best Practices

9. Pre Interview First Day Throughout Work Research the company Understand it’s culture Understand it’s job responsibilities and your career goals Network, network, network Hard hand shake, smile, be positive Schedule a long session with your boss to establish goals Meet your team and understand their roles in the big picture of things Continous communication with boss Weekly – Biweekly reports Review sessions Coffee breaks, learn about your team and boss’s personal lives Post Work Keep in network with your team and boss LinkedIN is KEY (Microsoft) Take what you learned and transfer it over Employee Best Practices

10. To be used for customer service and further information Resources

11. Awareness Social Media LinkedIn Companies Mission Statement & Vision Social Media LinkedIn Companies Mission Statement & Vision Interest Websites culture page Investor relations page Industry news Websites culture page Investor relations page Industry news News Udacity (Learnings for hard skills) Nanorep – 50 best Customer service blogs and resources Udacity (Learnings for hard skills) Nanorep – 50 best Customer service blogs and resources Resources

12. Thank You Question & Answer

13. Thank You