importance of personal presentation in customer service

Why personal presentation is so important

Did you know it takes only a few seconds to form a first impression of someone?

An employer will have likely formed an impression of you before you’ve even had a chance to say hello.

Why is good personal presentation so important when meeting employers?

First impressions are really important when meeting employers. Employers will likely make assumptions about you based on how you look and dress. To make a positive first impression, take some time to think about what message your personal appearance and body language might be sending.

Consider the following:

• Your physical appearance. Are you wearing clean and neat clothes? Is your hair clean and brushed?

Dressing well shows the employer you are taking them seriously. It can also help you feel more confident and professional.

• Your body language . Are you smiling? Making eye contact? Is you posture good?

Positive body language can show the employer that you are genuinely interested in meeting them.

• How you speak to and get along with others. Are you being friendly and polite to everyone you meet?

This can show an employer how well you interact with others around you. This can also show them how you might fit into their workplace.

These tips can help you ensure you make a good first impression:

1. dress the part.

Think carefully about what to wear to an interview.

Show the employer that you are serious about the job by putting effort into your clothing.

So what should you wear? 

• For a professional office job. Wear business attire (clean and ironed). Keep makeup and jewellery to a minimum.
• Casual and less conservative setting (for example retail, hospitality or a trades position). Try to dress up rather than down and go for neat, clean and ironed at a minimum. Remember that what you see workers wearing on the job might not reflect what the employer expects applicants to wear at an interview, so always dress a little better.

2. Do your hair

Make sure your hair is clean and tidy. If it is long, tie it back so it's not in your eyes. Employers have told us that applicants who have untidy or dirty hair do not leave a good impression.

3. Watch your body language

Employers are impressed by job seekers who:

• smile and are friendly
• make eye contact
• have good posture (it makes you appear more confident).

Practise meeting an employer for the first time in front of a mirror. This can give you immediate feedback on how you appear to an employer.

These tools can help you:

Networking and personal presentation.

Tips to help you network and present you best self to employers.

Personal presentation tips

Tips on presenting well at interview.

Succeeding at job interviews

Use this workbook to help you prepare for a job interview.

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How to make a great first impression on employers.

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How to succeed at job interviews

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Personal appearance is an often-disregarded part of communication and presentation skills.

When you are speaking in public, you may be representing your organisation or just yourself. It is still  you  at the front. It is  you  that the other person, group or audience sees and before you have time to open your mouth and say anything, certain assumptions, both consciously and subconsciously, have been made.

First impressions are very important - they can be about attitude as well as dress.

Visual impact is at least as important as verbal impact. People will very quickly make assumptions based on your personal appearance, including your facial expressions, the clothes you wear, how well-groomed you are and your body language.

Clothes and Grooming

Perhaps the most obvious element of personal appearance, and certainly the easiest one to change, is what you wear and how well-groomed you look.

Nobody is likely to be able to tell you exactly what is appropriate attire in any given situation. There will, however, be plenty of people to tell either you or someone else if you get it wrong. The questions that you have to ask are:

What sort of external image is appropriate to the organisation you represent?

What image will fit with the event that I am attending?

Only you can answer these questions.

Some organisations are happy for people to be casually dressed. This is particularly true in the technology industry.

Other organisations may expect smarter attire, especially if you are representing the organisation at an external event. There is, however, a whole range of options from smart casual to smart business. This can be especially challenging for women, although it is also more obvious if men get it wrong, and wear/don’t wear a suit at the wrong times.

It is important to be suitably dressed within expected limits.

You should also ensure that you are appropriately groomed. This does not mean that women have to spend two hours putting on make-up before attending an event. It does, however, mean that you should be clean, your clothes should be clean and ironed, and that your hair should be tidy.

Nobody expects you to be packaged into something you are not. However, your appearance is a reflection of your own self-esteem. You should aim to present yourself to your best possible advantage. Whilst you might be casually dressed when working within your organisation, a more formal approach may well be preferable when representing your organisation at an external meeting.

Good grooming and a tidy appearance is always preferable, whether casually or more formally dressed. It presents a much more professional appearance.

It also suggests that you think that you are relatively important: that you matter. This is important if you wish to be taken seriously. Nobody is going to respect someone who does not look like they respect themselves.

Facial Expressions

Little can be done to alter your face, but a lot can be done about the expression that is on it!

It does not matter how the day started or what minor crisis has occurred along the way. People have not come to this event or meeting to see you looking gloomy. If you do not look interested and enthusiastic about what you are saying, why should anyone else care?

It is your duty—to yourself as well as to the organisation that you represent—to convey a calm, friendly and professional exterior, whatever you may feel inside. Try to smile and appear optimistic and confident. More to the point, try to convey how you (should) feel about a subject in which you are an expert: at least interested and capable, and preferably enthusiastic.

Paradoxically, simply behaving as though you are confident can actually help you to become more confident. This is very much a ‘virtuous circle’.

For more on this see our page: Non-verbal Communication: Face and Voice .

Mirror, mirror on the wall...

he reflection you see in the mirror is not necessarily a true likeness of the face known to family, friends and colleagues because they see you off-guard, in repose, concentrating on a task, or listening to them.

Most people unconsciously change their expression when looking into the mirror.

It is quite natural to ‘play to a mirror’, possibly by raising an eyebrow, pulling a face or smiling at the reflection. This is why people often feel self-conscious when they see a ‘ bad ’ photograph of themselves.

The Real You:

It is human nature to make compromises. We all change our approach depending on the people we meet and what we feel is expected from us.

Your 'on-duty' self, the one who functions in public, is different from your 'off-duty' self, the one concerned with home, family and friends.

These differing roles all require their own particular qualities and skills in personal communication and can also call upon different requirements of attitude and personal appearance. Your external image, your personal appearance, is how you are seen by the world, whereas the real you (not a role model or the person you would like to be) is someone who is honest with themselves.

See our page: Body Language for more information.

Understanding body language is one of the most important aspects of personal presentation. The image conveyed by the physical self should support and enhance what is being communicated verbally. If the visual image differs widely from the spoken message, it is often the non-verbal account that is believed.

The way you sit and stand, your gestures and mannerisms and your facial expressions will say far more about you and how you are feeling at any given time than the words you are using. When individuals are nervous or uneasy, their behavioural 'bad habits' become more pronounced.

Awareness of your body language, of how you behave under pressure, what signals you are unconsciously giving, how nerves and stress affect you physically, can help you understand how you 'come across' to others. It can also explain how the wrong impression is sometimes given and how confusion can occur.

Working on body language is a way of improving personal presentation.  For example, when concentrating on something rather hard, your expression may look troubled, when in reality you are not anxious at all, just absorbed. This does not mean you should go around with a fixed smile on your face. However, you do need to be aware that your physical self might send one set of signals when your mind is involved elsewhere.

Body language can also be used as a mask to convey contrary feelings. How often have you nodded firmly when you did not understand a word, smiled when your instinct was to scowl, or clapped enthusiastically at the end of a talk that nearly put you to sleep?  In these cases you were not being hypocritical, but using body language positively as the mechanism of good manners.

Our gestures are part of our personalities, a part of how we express ourselves. Hand and arm movements can add emphasis, aid explanation and convey enthusiasm. They only become a negative signal when repeated so often that they become irritating to the observer. Listeners can become so side-tracked by the sight of someone constantly playing with their hair, tapping on the table with a pen, etc., that they no longer listen to the spoken word.  These negative signals can break down the communication process.

Positive and Negative Body Language

Positive body language includes:

• Maintaining eye contact with the person you are speaking to.
• Smiling (if appropriate) but especially as a greeting and at the end of a conversation.
• Sitting squarely on a chair, leaning slightly forward (this indicates you are paying attention).
• Nodding in agreement.
• A firm handshake.
• Presenting a calm exterior.
• Looking interested.

Negative body language includes:

• Not looking at a person when speaking.
• Tapping a foot, fingers etc.
• Rocking backwards and forwards.
• Scratching.
• Continually clearing your throat.
• Fiddling with hair, ear lobes, jewellery, jacket, glasses, etc.
• Picking at fingers or finger nails.
• Repeatedly looking at your watch or a clock in the room.
• Standing too close to others.
• Inattention to a person who is speaking.

A final thought

You may believe that personal appearance shouldn’t matter. You might, quite rightly, believe that you are much more than the clothes that you wear, or whether you remembered to brush your hair that morning, or if you look grumpy.

It is, of course, true that each of us is far more than our appearance. However, when we meet someone new, we inevitably make judgements about them. With nothing else to go on, we rely on appearance. How you look does matter, therefore, even if you wish it did not. You only get one chance to make a first impression, and you want it to be the right one.

Continue to: Positive Body Image Self-Presentation in Presentations

See also: Building a Personal Brand Reflective Practice Interview Skills

How A Customer Service Presentation Will Set Your Business Up For Success

Table of contents.

Customer service is one of the most important aspects of your business. You could have the greatest product or be the best price, but if your customer service isn’t up to par, growing your business will be a tough job.

Especially for client/customer-facing roles, strong customer service can not only improve your brand image, but also help retain current clients and gain referrals.

What were saying here is that it’s critical to properly train your employees to deliver consistent and stellar customer service . You might consider creating a training presentation that walks your employees through their customer service responsibilities. Let’s break down the importance of these presentations and how you can set your business up for success.

What Is A Customer Service Presentation?

One aspect of employee training involves walking through what good customer service looks like. Customer service itself is when employees assist and give sound advice to those who buy or use the products or services being offered.

Training your employees on this topic can often be done through a presentation that provides a thorough understanding of good service, how to handle problems and questions, and why customer service is so important.

The slides in the presentation should included relevant and quality information for your employees about customer service and how to deal with difficult inquiries or situations. This will enable them to provide good service when faced with those calls, emails, or interactions with customers.

Here’s an example we created for Sherwin Williams.

Sherwin Williams Customer Education Presentation

What Benefits Will A Presentation on Customer Service Provide My Business?

A thorough understanding of customer service expectations and guidelines in a presentation can set your company up for success in a few key ways, including:

Well Trained Customer Service Representatives

Effective customer service for your customers, helps to build a good reputation.

Customer service presentations are primarily created to inform and educate employees who will be providing service to customers or clients.

When your employees are properly trained in all things customer service, they will be able to deliver exceptional service to your customers. Not only will properly trained employees complete their duties to company standard, it’s peace of mind knowing you have your aces in the right places .

In your customer service training presentation, you should have slides that include overviews and discussions on the following objectives:

Product and Service Knowledge

Communication Styles

Conflict Management/Resolution

Common Consumer Problems

Reasons for Consumer Complaints

Ideas for Cultivating Strong Relationships

Measure of Success

Authority or Hierarchy Understanding

Depending on the tools provided to your employees by your company, you might also include a segment on IT and other customer service tools that the employees will need to work with.

With properly trained employees comes great interactions with your customers.

If a consumer has a problem and they need some to listen to and understand their complaints but your employees aren’t trained in customer service, it can lead to all sorts of problems. Whether it’s on the phone, email, or in person, your customers will expect quality services from your employees.

A customer’s experience can often dictate whether they will return as a customer or point their direction somewhere else. On a financial level, it is more cost effective to keep a current customer than bring in a new one.

Retaining customers and maintaining relationships with them can be done when your customers have a great experience and feel important.

As social media platforms continue to grow in popularity, they have also become platforms for people who want to share their good or bad experiences with a company. Whether it’s through Google reviews , Tweets, TikTok videos, or Facebook posts, words and experiences from customers who visit your store or website can have a huge impact on your business.

Maintaining a good reputation with great service to your customers will go a long way. A good reputation can be built and maintained when you:

Serve customers by putting them first

Avoid increasing conflict

Learn from mistakes

Should My Presentation Be Editable?

As your create your presentation, you should consider the adaptability of the content. An editable presentation deck can benefit your business by adapting to changes in customer service best practices .

Especially if you use apt research when you organize your content, be sure to edit the ppt deck as research evolves and changes.

You Should Always Consider A Custom Presentation

Whether you need sixteen slides or sixty, you should consider having a custom presentation deck created .

With custom slides, you can tailor the content, theme, graphs, and topic to your business. The point is to train your employees on how to deliver service for your specific company and you may have different guidelines than other companies.

What Other Digital Tools Should I Use To Equip My Team?

When it comes to equipping your team and setting them up for success, there are a few other tools you might consider providing your employees. These include:

a personal work computer

ability to download slides from presentation

planners or planning software

e-learning courses on customer service

As a manager or employer, you should consider the ways in which you can work with the people on your team and set them up for success in the customer service department.

Our Final Thoughts On Having A Presentation on Customer Service

A great customer service ppt deck comprises of relevant information, employee guidelines, product knowledge, and department specific slides. Creating slides that reach your employees and that enable them to succeed in their positions is vital for success.

Are You In Need Of A Custom(er) Service Presentation? The Geeks Are Here!

Need someone to create great customer service training slides for your business and employees? The geeks at Presentation Geeks are here to help. We can build your PowerPoint presentation that can help you succeed in your customer service department!

Contact us today to see how we can help!

Author:  Content Team

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Bad customer service experiences are all too common. They are the customer emails that take a company too long to acknowledge, problems that bounce from team to team, and interactions that leave customers feeling unimportant and underappreciated. In today’s world, people expect more. They want their queries answered quickly and their problems resolved promptly, and they want to feel valued during those experiences.

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The Importance of Presentation Skills: That You Must Know About

Uncover The Importance of Presentation Skills in this comprehensive blog. Begin with a brief introduction to the art of effective presentations and its wide-reaching significance. Delve into the vital role of presentation skills in both your personal and professional life, understanding how they can shape your success.

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Table of Contents  

1) A brief introduction to Presentation Skills 

2) Importance of Presentation Skills in personal life 

3) Importance of Presentation Skills in professional life 

4) Tips to improve your Presentation Skills 

5) Conclusion 

A brief introduction to Presentation Skills  

Presentation skills can be defined as the ability to deliver information confidently and persuasively to engage and influence the audience. Be it in personal or professional settings; mastering Presentation Skills empowers individuals to convey their ideas with clarity, build confidence, and leave a lasting impression. From public speaking to business pitches, honing these skills can lead to greater success in diverse spheres of life.  You can also refer to various presentation skills interview questions and answer to build you confidence! This blog will also look into the advantages and disadvantages of presentations .It is therefore important to understand the elements of presentations .

Importance of Presentation Skills in personal life  

Effective Presentation skills are not limited to professional settings alone; they play a significant role in personal life as well. Let us now dive deeper into the Importance of Presentation Skills in one’s personal life:    

Expressing ideas clearly   

In day-to-day conversations with family, friends, or acquaintances, having good Presentation skills enables you to articulate your thoughts and ideas clearly. Whether you're discussing plans for the weekend or sharing your opinions on a particular topic, being an effective communicator encourages better understanding and engagement. 

Enhancing social confidence  

Many individuals struggle with social anxiety or nervousness in social gatherings. Mastering Presentation skills helps boost self-confidence, making it easier to navigate social situations with ease. The ability to present yourself confidently and engage others in conversation enhances your social life and opens doors to new relationships. 

Creating memories on special occasions  

There are moments in life that call for public speaking, such as proposing a toast at a wedding, delivering a speech at a family gathering, or giving a Presentation during special events. Having polished Presentation skills enables you to leave a positive and lasting impression on the audience, making these occasions even more memorable. 

Handling challenging conversations  

Life often presents challenging situations that require delicate communication, such as expressing condolences or resolving conflicts. Strong Presentation skills help you convey your feelings and thoughts sensitively, encouraging effective and empathetic communication during difficult times. 

Building stronger relationships  

Being a skilled presenter means being a good listener as well. Active listening is a fundamental aspect of effective Presentations, and when applied in personal relationships, it strengthens bonds and builds trust. Empathising with others and showing genuine interest in their stories and opinions enhances the quality of your relationships. 

Advocating for personal goals  

Whether you're pursuing personal projects or seeking support for a cause you're passionate about, the ability to present your ideas persuasively helps garner support and enthusiasm from others. This can be beneficial in achieving personal goals and making a positive impact on your community. 

Inspiring and motivating others  

In one’s personal life, Presentation skills are not just about delivering formal speeches; they also involve inspiring and motivating others through your actions and words. Whether you're sharing your experiences, mentoring someone, or encouraging loved ones during tough times, your Presentation skills can be a source of inspiration for others. 

Exuding leadership traits  

Effective Presentation skills go hand in hand with leadership qualities. Being able to communicate clearly and influence others' perspectives positions you as a leader within your family, social circles, or community. Leadership in personal life involves guiding and supporting others towards positive outcomes. 

Unlock your full potential as a presenter with our Presentation Skills Training Course. Join now!  

Importance of Presentation Skills in professional life  

Effective Presentation skills are a vital asset for career growth and success in professional life. Let us now explore the importance of Presentation skills for students and workers:  

Impressing employers and clients  

During job interviews or business meetings, a well-delivered Presentation showcases your knowledge, confidence, and ability to communicate ideas effectively. It impresses employers, clients, and potential investors, leaving a positive and memorable impression that can tilt the scales in your favour. 

Advancing in your career  

In the corporate world, promotions and career advancements often involve presenting your achievements, ideas, and future plans to decision-makers. Strong Presentation skills demonstrate your leadership potential and readiness for higher responsibilities, opening doors to new opportunities. 

Effective team collaboration  

As a professional, you often need to present projects, strategies, or updates to your team or colleagues. A compelling Presentation facilitates better understanding and association among team members, leading to more productive and successful projects. 

Persuasive selling techniques  

For sales and marketing professionals, Presentation skills are instrumental in persuading potential customers to choose your products or services. An engaging sales pitch can sway buying decisions, leading to increased revenue and business growth. 

Creating impactful proposals  

In the corporate world, proposals are crucial for securing new partnerships or business deals. A well-structured and compelling Presentation can make your proposal stand out and increase the chances of successful negotiations. 

Gaining and retaining clients  

Whether you are a freelancer, consultant, or business owner, Presentation skills play a key role in winning and retaining clients. A captivating Presentation not only convinces clients of your capabilities but also builds trust and promotes long-term relationships. 

Enhancing public speaking engagements  

Professional life often involves speaking at conferences, seminars, or industry events. Being a confident and engaging speaker allows you to deliver your message effectively, position yourself as an expert, and expand your professional network. 

Influencing stakeholders and decision-makers  

As you climb the corporate ladder, you may find yourself presenting to senior management or board members. Effective Presentations are essential for gaining support for your ideas, projects, or initiatives from key stakeholders. 

Handling meetings and discussions  

In meetings, being able to present your thoughts clearly and concisely contributes to productive discussions and efficient decision-making. It ensures that your ideas are understood and considered by colleagues and superiors. 

Professional development  

Investing time in honing Presentation skills is a form of professional development. As you become a more effective presenter, you become a more valuable asset to your organisation and industry. 

Building a personal brand  

A strong personal brand is vital for professional success. Impressive Presentations contribute to building a positive reputation and positioning yourself as a thought leader or industry expert. 

Career transitions and interviews  

When seeking new opportunities or transitioning to a different industry, Presentation Skills are essential for communicating your transferable skills and showcasing your adaptability to potential employers. 

Take your Presentations to the next level with our Effective Presentation Skills & Techniques Course. Sign up today!  

Tips to improve your Presentation Skills  

Now that you know about the importance of presentation skills in personal and professional life, we will now provide you with tips to Improve Your Presentation Skills .

1) Know your audience: Understand the demographics and interests of your audience to tailor your Presentation accordingly. 

2) Practice regularly: Rehearse your speech multiple times to refine content and delivery. 

3) Seek feedback: Gather feedback from peers or mentors to identify areas for improvement. 

4) Manage nervousness: Use relaxation techniques to overcome nervousness before presenting. 

5) Engage with eye contact: Maintain eye contact with the audience to establish a connection. 

6) Use clear visuals: Utilise impactful visuals to complement your spoken words. 

7) Emphasise key points: Highlight important information to enhance audience retention. 

8) Employ body language: Use confident and purposeful gestures to convey your message. 

9) Handle Q&A confidently: Prepare for potential questions and answer them with clarity. 

10) Add personal stories: Include relevant anecdotes to make your Presentation more relatable.   

All in all, Presentation skills are a valuable asset, impacting both personal and professional realms of life. By mastering these skills, you can become a more effective communicator, a confident professional, and a persuasive influencer. Continuous improvement and adaptation to technological advancements will ensure you stay ahead in this competitive world. 

Want to master the art of impactful Presentations? Explore our Presentation Skills Courses and elevate your communication prowess!  

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Big Presentations in Small Rooms

Helping ordinary people communicate with extraordinary effectiveness.

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5 QUALITIES OF GREAT PRESENTATIONS: A CUSTOMER SERVICE MINDSET

• Mike Gibson
• July 9, 2022

QUALITIES OF GREAT PRESENTATIONS: THE BOTTOM LINE

What is the bottom line of customer service?

Think of the organizations known for their service and that might provide clues.

When I teach customer service classes (a series of Big Presentations in Small Rooms), I pose this question to the participants: Who do you think of when you think of great customer service? What is great about the service they provide?

I have heard thousands of responses. And there are some common answers. See if you can list a reason for the following common answers.

Chick-fil-a

If you have experience with them, you could probably identify the reason.

What does this have to do with Big Presentations?

Here’s the big idea.

When discussing the service, the participants rarely focus on the product. Instead, they focus on the delivery of that product.

“The What” is a given. It is “The How” that matters.

The same is true of presentations.

The How is important.

The What forms a baseline expectation.

At Chick-fil-a, you will get chicken and waffle fries.

At Disney, you will experience a theme park.

With Amazon, you will access physical and digital products that are delivered to you.

You don’t show up at Chick-fil-a wondering if you are going to be served a burger and curly fries.

You don’t show up at Disney wondering if they are going to sell you a used car.

You don’t go to Amazon wondering if they are going to schedule an orthodontist appointment.

The product is a given. It is the delivery that sets it apart.

When you deliver a presentation, the topic is the product. That is a given. That is The What.

The How is what sets you apart. How do you deliver the product?

When asked to describe the best customer service organizations, class participants often list characteristics like:

Responsible

QUALITIES OF GREAT PRESENTATIONS: FRIENDLY

Could these same characteristics apply to presentations?

Great presentations, like great service, are appropriately friendly.

One of the worst things that can happen in a business is to be ignored. Have you ever entered a restaurant, waited to be seated, and then left because you were ignored? Have you ever called customer service, been put on hold, and forgotten?

Have you ever been treated like you were a bother rather than a customer?

If so, then you know the importance of appropriate friendliness.

The same is true of presentations. The Big Presentations mantra is this:

Know your audience. Know your message. Make the connection.

If you are unfriendly or aloof, it will be more difficult to make that connection. Seek to build rapport with your audience members. You want them to like you and trust you. Appropriate friendliness is a powerful way to create this

QUALITIES OF GREAT PRESENTATIONS: SHORT AND RELEVANT

Great presentations, like great service, are quick and fresh.

How often do you hear complaints about a presentation being too short and too current?

How often do you hear complaints about a presentation being too long and irrelevant?

When dealing with food, we want two characteristics: quick and fresh. Those are difficult values to balance. The fastest way to deliver food means that it will be prepared—perhaps way earlier than it is ordered—which means it is not fresh.

But if nothing is prepared, then the process might be frustratingly long—it is not quick.

So many fast-food places advertise that they don’t cook it until it is ordered. They are prepared in the sense that all their ingredients are available, and all their equipment is ready to go—and they can compile your order in ways that are both quick and fresh.

Good presentations are similar. When asked to deliver a presentation, a presenter should seek to make the most of the time allowed—being quick. And they should be determined to provide fresh information. Be careful about cutting and pasting as a way of creating presentations. Your content might become stale, and you might lose the support of your audience.

QUALITIES OF GREAT PRESENTATIONS: ACCURATE

Another customer service value is accuracy.

When drivers for Uber Eats go to pick up an order, there is often a warning attached to the pickup. It states that customers have complained that previous orders have been inaccurate. This reputation of inaccuracy creates tension for everyone involved. The Uber Eats driver experiences the tension of wanting to ensure accuracy while not offending the employees and not breaking protocols regarding opening bags. The restaurant employees experience tension if the accuracy is questioned. And the customer experiences tension wondering if the order is going to be correct.

And drivers quickly learn that some establishments have much better reputations than others when it comes to accuracy.

A similar thing is true regarding presentations. When a presenter has a reputation for delivering accurate and up-to-date information, everyone can relax a little more. Even when the information is not positive, the audience is better able to accept it because of the reputation of the presenter.

When creating and delivering presentations, remember that accuracy builds trust and trust builds cooperation.

QUALITIES OF GREAT PRESENTATIONS: RESPONSIBLE

Another customer service value is responsibility. Customers want organizations to own their work, and to take responsibility for the services and products offered –especially when mistakes are made. When this doesn’t happen, when irresponsibility exists, the ripples can go far and wide. The actions of an individual can create a bad reputation for an entire business.

The same is true of presentations. The audience expects responsibility. They want the presenter to own their content and own their delivery of it—especially when there are problems.

Early in my presentation career, I had a painful experience. I was presenting a class that had been developed by someone else. There were some inaccurate statements in that curriculum. Participants noticed it and brought it to my attention—publicly. It was painful. Thankfully, I had learned (from previous painful experiences) the importance of owning my work. I listened and was able to see that they were right. I apologized and made the corrections. And the class was able to move on and be a good experience. It was stressful, but it turned out well because the customers (the audience) could see that responsibility was taken and changes were made.

QUALITIES OF GREAT PRESENTATIONS: PUTTING IT ALL TOGETHER

Great presentations, like great customer service, will be characterized as

Your topic is the product. Your presence, engagement, and content quality are the service. Your job is to deliver great service of a great product. Offer great service!

And, like great customer service, great presentations will build a positive reputation. People will be glad to see you stand and speak because they know they can trust you to provide good things in good ways.

So, take a customer service approach to your presentations, and you will be well on your way to making Big Presentations in Small Rooms.

Want to know more?  Keep reading the  blog ! 

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How to Use Storytelling to Drive a Winning Customer Experience Presentation

By: Simon Fraser, Vice President, XI Strategy

January 17, 2019 June 13, 2022

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We all know it takes a village to drive improvements in customer experience (CX) within an organization. Creating that sense of purpose and collective responsibility requires great communication. Well, the latest research shows that using storytelling in presentations allows you to be a knowledgeable and convincing leader who will influence key audiences in the CX process.

A Stanford Research study shows that statistics alone have a retention rate between 5 and 10%; when coupled with anecdotes, the retention rate rises to 65-70% . Storytelling is relatable and makes data easy to understand. Put simply, you will increase memorability for your audience by creating stories around your data.

If that wasn’t enough evidence for you, Forrester says that “data storytelling not only persuades the analytical part of the brain; it also uses emotion, a key driver of decision making.” Humans are emotionally driven, so impact and action come from stories, not just the facts.

For CX leaders, I believe that applying the following three key elements will make creating an effective story for your audience simple.

Understand Your Audience

As a CX professional, you work hand in hand with various key contributors to the customer experience. This means that you could be presenting to anyone from the C Suite to a regional manager. Identifying the specific audience’s needs, and addressing what is important to them is critical when crafting a story for your presentations.

When customizing a story, you should highlight the key benefits that are most relevant for your audience. What do they care about? For example, you can show the C Suite how your work boosts customer satisfaction and key metrics , increases demand for their product, expands their market, and benefits the bottomline. By outlining the central benefits, you are building increased value for your audience.

But it is not all about the head and facts, make sure you think about how you want your audience to feel. You want to use stories that specifically pertain to them and motivate them —as well as appeal to the heart. As you build trust, you need to be aware of what you want to happen next. Are you looking for more funding? Do you want increased s upport? Are you trying to expand your CX program ?

Don’t forget to tune your story to address the outcome you want. Understanding your audience is crucial in storytelling if you want to have a relevant presentation.

Remember Your Central Question

As you use a story to present to your target audience, make sure you remember to anchor your presentation around a central question ; what are you asking for?

When you think of a story it follows a familiar pattern. There is always a rise to a climax and then a fall to a resolution. It is important that you remember to structure your story with the identified theme or idea that you are addressing in mind. You want to have a rise in story that introduces the main question you are addressing for the audience. Then as you finish the story you can propose a resolution to take action on.

People like familiarity. Just as your audience knows a story rises and falls, you should pose a question and then resolve it. You will enhance your CX presentation by following this pattern and remembering your central question.

Create a Checklist for Your Presentation

Finally, it’s not just about what you present, it’s how you present it. There are a few checklist items you need to fulfill when presenting to make sure your delivery is pristine.

Firstly, make sure you are providing an organized map that is well paced and logical. Your audience needs to be able to follow your story effortlessly while recognizing the key points. This also helps you to spend more time on the points that really matter to your narrative instead of spending time on tangents that won’t get you where you want to go.

Secondly, a story is nothing without evidence. Stakeholders are looking for a reason to support you. Without anything backing up your claims, it’s hard for decision makers to commit. Providing solutions to their problems and proof that those solutions are viable creates trust that is crucial.

Lastly, recognize that questions and concerns will arise during your presentation. We will all agree that one of the best moments in a presentation is when you’re asked a question and the next slide addresses that specific ask. In that moment, you’re able to show that you get the audience, and know how they will be thinking. To accomplish this, you want to have additional, relevant stories on hand that can provide solutions to potential asks in a memorable and actionable way.

Applying these three key elements of storytelling can help you rock your presentation. At the same time, being given the time to communicate is a gift that should never be taken lightly, so remember t o identify the audience, their primary concerns, and tell a story that addresses concerns with a balance of emotion and facts. Use a story and your audience won’t be able to  forget your call to action!

About Author

Simon Fraser Vice President, XI Strategy

Simon has designed groundbreaking customer experience strategies at InMoment for nearly 10 years. Prior to joining the company, Simon worked at GFK/NOP and Nielsen for over a decade, helping brands make sense of their customers and how to drive ROI on products and services. Simon’s decades of experience and consequent Experience Improvement mastery make him a key strategist at InMoment.

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Importance of a Positive Attitude in Customer Service

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What is a Positive Attitude in Customer Service?

A positive attitude in customer service is simply about remaining calm during interactions, making every effort to build robust relationships with customers, and ensuring that customers view the company as authentic through their demeanour.

“Customer Service is not a department. It is an Attitude.” – Unknown

Positive Attitude and Product Knowledge

It is no secret that customer service can have a profound and lasting effect on the customer’s experience with a company. Given that customer service as a role is demanding, annoyances and irritation are part of the everyday operations for the service staff, and it becomes even more imperative to remain positive while dealing with customers. Customers expect high standards of service and top-class experience with a company – every time and through every touch-point. Creating such positive experiences for customers is possible by maintaining a positive attitude in customer service, along with empowering CSRs with the right information at their fingertips. This combination can be hard to cultivate. Implementing tools like decision tree maker software can streamline this process, providing CSRs with structured guidance and ensuring consistent delivery of service excellence.

It is important for a company to provide training and coaching to help the customer service staff understand the importance of a positive attitude & provide tools like interactive decision trees to help deliver the right information to customers. There are several examples of how decision trees contribute to a positive attitude among call center agents by providing cold calling scripts , structure, empowerment, efficiency, and consistency in their interactions. These decision tree use cases not only improve the customer experience but also create a more positive and supportive work environment for the agents themselves.

Positive Attitude Spreads Throughout

The reason for a positive attitude in customer service (and in every aspect of life) is that such an attitude spreads and has a profound positive effect on people. By remaining positive, the service teams would be able to mould customer behaviour and influence them a lot more easily. It is necessary for the service staff to focus on the good things and positive interactions they have with customers, rather than on only some of the negative ones that may occur. By maintaining a positive attitude in customer service, the service staff would set the tone for all their interactions with their customers, which would ‘rub off’ on the customers too. The fact is that when service staff focuses on the irritated, annoyed, and screaming customers only, that they encountered during a workday, the result is a feeling of dread and lethargy that will spill over to the next day, making them hate coming to work. These negative attitudes then snowball, and the service staff would possibly become rude and defiant. Implementing tools like Salesforce decision trees can further streamline interactions, providing a structured framework for positive engagement and reinforcing the importance of maintaining a constructive demeanor.

Put yourself in the Customer’s Shoes

Maintaining a positive attitude in customer service is about putting oneself in the customer’s position and viewing the problem from their eyes. This would make the service staff feels less threatened and anxious since they would know how to deal with the different emotions of different customers. By beginning each interaction with a positive attitude, the service staff would be in control of their mood, and in turn positively influence the customer’s attitude and response. The first part of a positive attitude in customer service would be positive language. This would mean showing the customer a ready and willing demeanour that would display the willingness to see every interaction from the customer’s point of view. It would also mean being proactive towards the needs of customers, asking the customer what the company can do for them, rather than telling them what cannot be done. The idea is to make every experience more pleasant and efficient for them. Implementing a structured customer service decision tree can assist service staff in navigating interactions with positivity and efficiency, guiding them through various scenarios and ensuring consistent delivery of exceptional service.

Increase customer loyalty with Positive Attitude

Customers love to stay with companies that provide them with as many positive messages and experiences as possible. It would be necessary for a company to revamp and reorganize its processes to allow for things that customers would want – free shipping, easy returns, swift and varied payment methods, and other such needs. In addition, customers expect to receive service and responses when they want and, as they want. For companies, this would mean ensuring round-the-clock service, with speedy efficient responses. All these aspects would reflect the positive attitude toward customer service, on the part of the company as a whole. The positive attitude must reflect through at every touch-point – that means whichever channel a customer contacts the company through they must have a positive experience. To display a positive attitude in customer service, the customer-facing staff must refrain from negative words and behaviours.

Positive Attitude improves Customer Retention

It is important from a customer retention point of view, to keep customers interested and engaged. The company must show its appreciation for the customer’s patronage by offering timely incentives and other ‘lures’. The idea is to ensure customers want to come back for more and offering them some such offers will make them. Even through intelligent content, companies can keep customers interested and entertained even outside the confines of the business relationship and ensure that customers keep providing repeat business. Creating and maintaining a positive attitude in customer service is beyond just offering satisfactory service in every customer transaction. It is about serving with a smile and with unfeigned interest. A positive attitude in customer service will ensure that customers have positive experiences each time, and would leave feeling good about themselves and the company, which in turn would mean wanting to do business with the company repeatedly.

A positive attitude leads to Better Solutions

When a positive attitude in customer service exists, the service staff will appear more amenable, amicable, responsive, and attuned to the needs and expectations of customers. This in turn would reflect in their behaviour towards customers, who would feel heard, respected, and cared for by the company. When service staff remains open-minded and positive, they would be able to ‘hear’ more than just the spoken words and requests of customers. They would be able to convey empathy and care by making a concerted effort to understand the thoughts and feelings of customers, which is what customers expect in every situation. Positive service staff will always appear happy and ready to help. Their style and manner of communicating would reflect their attitude, and if it is positive, existing customers would remain and the company would be able to attract more customers, translating to higher sales and revenue. A warm friendly smile, courteous mannerisms, a willingness to serve, and an empathetic demeanour – are all part of a positive attitude in customer service.

Positive Attitude leads to Happier Customers

A positive attitude in customer service means happy customers, which in turn means success for the company. Everyone wants to work and remain associated with a successful company – the overall work environment would be a lot happier, energized, and everyone would want to contribute to making it even better. A positive attitude in customer service would resonate with the whole organization, encouraging a spirit of cooperation, collaboration, and a constant endeavour to ensure customer satisfaction at any cost. In addition, there would be better communication and cooperation between the employees, and each team would understand the challenges involved in interacting with customers and hence would be more likely to provide timely help and support. Customers remember when they are treated well but may not talk about it. However, if they were not treated well they would be very likely to spread negativity and tell a number of people about their poor experiences. It makes sense for a company, therefore, to ensure that their employees treat each other and customers with courtesy and kindness.

A positive attitude increases Accountability

Through a positive attitude in customer service, everyone would feel more accountable, everyone would be more resourceful in searching for solutions, and ensure regular follow-up to show customers that everyone in the company cares. The quality of products and services would become better, as everyone would strive for excellence and fairness while dealing with customers. Everyone would be more mindful of their manners towards customers and would put the customer’s interest in mind. When everyone keeps a positive attitude in customer service (service to the customer), customers will be happier and as a result, would work towards making the company successful.

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10 Simple Tips for Maintaining Professionalism in Customer Service

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Customers are increasingly frustrated by the lack of professionalism in customer service. We all know that customers have higher standards now than ever before, and companies need to step up their game to keep their customers satisfied. 

For some, professionalism in customer service is a given. They know that professionalism starts when they pick up the phone to take an incoming call or respond to email inquiries and social media posts . It’s more than just doing their job-it’s about making sure every interaction is positive for both parties involved.

However, professionalism can be challenging to maintain when you’re on the front lines of customer service all day long. With so many types of people coming through your door, it’s easy to take things personally and forget what really matters: quality customer care!

Importance of professionalism in customer service

When it comes to professionalism, there is no gray area. Either you’re professional, or you’re not. It’s all about how you carry yourself, how you interact with others, and how you approach your work. It doesn’t matter if you’re a server, retail associate, or customer service manager . Professionalism is important everywhere.

It’s essential to be professional because it shows respect and courtesy for your company, colleagues, and customers. Being able to maintain professionalism demonstrates maturity and integrity, which makes people trust you more easily.

Professionalism is also important because it sets you apart from others and helps set the tone for how customers view your company as a whole. This will result in a more positive brand reputation, increased customer loyalty, and overall career success.

Lack of professionalism in customer service can hurt your reputation, career growth, and revenue. People will not trust you or want to do business with an individual who doesn’t take their job seriously.

Examples of professionalism in customer service

Let’s look at a few common situations of professionalism in customer service.

In retail, professionalism is all about being courteous to your customers even when they get out of line. The worst thing that can happen is for a customer to walk away feeling disrespected. Even when you make mistakes or an order is wrong, professionalism means taking responsibility for what happened without blaming the customer. It also involves apologizing to customers with sincerity and doing everything you can to make things right.

When you are in a restaurant, professionalism can be especially difficult for people working in the food industry who have to deal with customers who come across as highly demanding and irritable. You need to remain calm under pressure, even when the customer complains about your food or service.

At a hotel, professionalism ensures that customers receive top-notch services every time they visit your establishment. This means greeting them with a warm welcome as soon as they arrive, helping them settle down in their rooms, and ensuring that everything runs smoothly during their stay. You need to be able to communicate well with people from all walks of life to serve each one effectively.

In any kind of technical assistance role, professionalism involves taking ownership and responsibility for providing solutions instead of shifting blame onto others around you, like coworkers or clients. It doesn’t matter whether there is an obvious or an invisible cause for the problem. Professionalism means taking ownership at all times to ensure that customers are happy with your service.

When you’re working in a warehouse setting or any environment where there is heavy machinery involved, professionalism often comes down to remaining alert and focused at all times so as not to put yourself or others around you in dangerous situations because of carelessness. It also involves following safety protocols diligently without fail because if something goes wrong while using these kinds of tools, people can get seriously injured.

The bottom line is: do whatever it takes within reason to keep customer happiness levels high, no matter the circumstances. Maintaining this attitude even under pressure will go a long way!

10 ways to show professionalism in customer service

Customers expect professionalism from all employees. With that being said, here are ten simple tips on how to maintain professionalism while working in customer service:

1. Speak in a clear voice

A customer’s perception of professionalism is heavily influenced by the clarity and professionalism of your speech. It does not matter if you are having an informal conversation or dealing with tough questions regarding product returns, refunds, or cancellations. Always speak clearly while being respectful toward everyone involved.

If possible, have someone listen to your phone calls for feedback on how you sound when talking to customers. This will ensure that your professionalism level stays high even during casual conversations over the phone. If necessary, practice what you plan on saying ahead of time, so there aren’t any slip-ups during your next interaction!

2. Dress appropriately for work

Your professionalism is shown through your attire as well. If you are working in a corporate setting, business casual clothing is appropriate. If you are in an environment with no dress codes, wear clothes that appropriately fit your role and company culture.

Dressing professionally shows respect towards everyone involved, including your colleagues and customers!

3. Speak politely and patiently

Your professionalism is shown through your behavior as well. Always speak to your customers and colleagues in a polite tone, even if you are having a bad day or disagree with someone’s point of view. Customers want to feel like they can trust your company. It would be difficult for them to do that if you were rude towards them!

4. Offer help in a timely manner

Customers also associate professionalism with the speed of customer service. For example, if someone asks for your support, always respond as quickly as possible so they don’t have to wait too long.

Show professionalism by going above and beyond what was expected of you – even during difficult situations! This can be especially beneficial for building strong relationships with customers for future business.

5. Prepare yourself before speaking to a customer

Ensure that you are fully prepared for any task or request from customers. For example, always make sure your cell phone is on and charged ahead of time so it doesn’t die unexpectedly while talking with clients. You can also prepare yourself by learning as much as possible about your company’s products so you can properly assist your customers. This way, they know you care enough to invest extra effort into being more knowledgeable about their needs!

6. Always prioritize your work

Be sure to prioritize the tasks that need to be done in order of importance to finish them efficiently. Doing this will allow your customers to see professionalism through how quickly and accurately you complete their requests!

In addition, never put off something for later, especially during emergencies or high-stress situations where everything needs to run smoothly. Always do whatever possible to ensure that customers receive prompt answers to their questions and concerns.

7. Be honest with customers

Professionalism shows itself when being totally and completely honest with every customer!

For example, if a new product takes longer than expected, tell them the truth before they walk out of your store or cancel their order. This way, you can ensure there are no unnecessary misunderstandings and keep professionalism in check from beginning to end.

8. Put yourself in your customer’s shoes

Professionalism can be shown by putting yourself in the customer’s shoes. For example, imagine you are a client who needs to make an important decision about your order or product. If you were indecisive due to fear of making the wrong choice, would you want the customer service rep to rush you? Or would you want them to provide more information so that you can make a fully informed decision? Always put your customers’ needs first when speaking with them.

9. Never stop learning

Keep striving to learn and grow through all of your experiences. If you are still new at something, ask questions and challenge yourself to find solutions! Never let yourself become complacent because this will only limit your professional growth.

Professionalism is an ongoing process that requires constant improvement no matter what occurs, and setbacks are just part of life. Instead of getting discouraged, learn from your mistakes and continue moving forward.

10. Be proactive

Last but not least, being proactive instead of reactive demonstrates professionalism in customer service. Instead of waiting for customers to come in with complaints or concerns, you can preemptively approach them by offering help before they are even aware of what they need. By taking the initiative, you can work towards solving problems instead of constantly reacting to them.

What makes a good customer service professional?

Success comes from learning, practice, and improvement. What exactly does this mean for a customer-facing professional?

Ambition, professionalism, and knowledge are all extremely valuable for providing excellent customer service that sets you apart from the rest!

Excellent communication skills are necessary when dealing with people in a professional capacity. A positive attitude will help you keep your composure when things get tough.

Staying organized can also be very helpful for professionals who have lots of responsibilities (and customer service representatives definitely fall into this category!) Keeping track of documents and files can go a long way towards ensuring everything goes smoothly from start to finish each day.

A strong work ethic means punctuality, reliability, and consistency at all times while on the job. Professionalism in customer service comes down to being aware of your actions and how they affect others around you!

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Customer Perception: What It Is, Why It's Important, and How to Improve It

Updated: August 04, 2021

Published: May 28, 2021

Thanks in large part to the internet, we've reached a turning point in human history.

The constant connectivity. The steadfast march of technology. The "know everything" environment. It's all changing the way you, me, and your customers perceive a company or brand. In some cases, our perception is influenced by word of mouth — recommendations from friends, online reviews, tweets, and Facebook rants. In other cases, it's our own experiences — both online and off — that shape the way we think about a brand.

If you're in a customer success role, you have a say in the conversation surrounding your product or service. You can shift these discussions and assessments to work for you, not against you. Because at the end of the day, positive customer perception — while highly subjective — is largely influenced by the quality of service you deliver.

Customer Perception

Customer perception refers to the customer's opinion of your business or products. It summarizes how customers feel about your brand including every direct or indirect experience they've had with your company. By monitoring customer perception, your businesses can spot common user pain points and improve the customer journey.

Measuring customer perception requires you to gather a variety of qualitative and quantitative customer data. You'll need to look at resources like product usage reports, NPS® survey s , and customer interviews to get an accurate view of customer perception. If you don't have this data, consider adopting customer feedback tools to help you collect this information from your customer base.

Why Customer Perception Matters

According to a recent survey, 1 in 3 customers will leave a brand they love after just one bad experience. In other words, we're not far from a world where your customers' perception of both your brand and quality of service could take precedence over traditional competitive advantages like pricing, features, or usability.

And if you're not currently investing in your customer experience and perception, you're at risk of falling behind. Many businesses are already taking stock of their support and services efforts, with 50% of customer-care leaders rating “investing in new technologies” as one of their top priorities over the next five years, according to McKinsey.

Now that we know why customer perception matters, let’s dive into different ways you can improve and uphold it in your business.

8 Ways to Improve Customer Perception

• Look inward.
• Strike an emotional chord with your customers.
• Lean on positive language.
• Commit to consistency.
• Fill skills gaps before they become evident.
• Break down data silos.
• Collect customer feedback.
• Follow up with customers after every interaction.

1. Look inward.

Are you putting process over people?

One of the biggest obstacles businesses often have to overcome is their processed approach to customer success. While it's valuable to have direction, too much process and protocol can get in the way of real, human interactions.

To ensure your business isn't getting in its own way, take the time to evaluate your existing approach. Ask yourself:

• Are you being proactive or reactive in your communications with customers?
• Are you getting to them before a problem arises, or scrambling to collect all the necessary information you need as the problem escalates?

2. Strike an emotional chord with your customers.

"Our research across hundreds of brands in dozens of categories shows that the most effective way to maximize customer value is to move beyond mere customer satisfaction and connect with customers at an emotional level — tapping into their fundamental motivations and fulfilling their deep, often unspoken emotional needs," explains Alan Zorfas and Daniel Leemon.

Think about it: Actions and words carry a lot of weight with customers. To build strong bonds and promote a positive experience, you must actively demonstrate a long-term interest and commitment to the relationship through every touchpoint.

This task requires you to dig beyond the surface and actively listen to a customer's needs and goals, while also tuning in to the details they’re leaving out.

This attention to detail can be easily achieved if you apply sound and communication expert, Julian Treasure's, simple listening acronym , RASA:

• A ppreciate

This "process of extraction" forces you to listen with intent, while also granting the customer permission to speak openly and freely about their concerns, issues, or complaints. The more they reveal, the more opportunity you have to tap into their motivations and intentions to effectively guide them towards the desired outcome in a human and empathic way.

3. Lean on positive language.

Dr. Barbara Fredrickson, a leading researcher on the study of positivity , suggests that positive emotions have the power to open us. In other words, these feelings allow us to see more — they change our perspective and our understanding of possibilities.

Trouble is, people are often hesitant to introduce these types of positive emotions in the business world, operating under the notion that it's not appropriate or should be minimized. However, according to research from the Advances in Developmental and Educational Psychology journal, suppressing the interpersonal emotions of employees for customers could lead to a decline in customer satisfaction.

“People providing services in the capacity of their work with daily interactions with customers sometimes develop feelings for them. The expectation from these employees to suppress natural emotions, positive and negative alike, is a mistake," Yagil explains.

"The expression of natural positive emotions is well received by the other party and is likely to contribute to customer satisfaction and customer loyalty."

4. Commit to consistency.

When evaluating consistency, it's important to take a step back and consider its role in your customer onboarding process .

To tee up a positive customer perception, you'll want to ensure that the hand-off from sales to support or customer success is fluid and reflects how you want folks to view your brand.

To achieve this type of harmonious experience, it's helpful to establish core operating values — like respect, integrity, and customer focus — to serve as a framework for all of your brand interactions.

For example, Zappos — an online shoe and clothing shop that has set the standard for customer experience and service — asks that its employees live by the following 10 values:

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In doing so, there are no questions around how to act, what to think, or how to approach a customer problem. You just do it. And if the operating values are enforced consistently, customers will begin to expect that level of quality over and over again.

Of course, there is — and should be — flexibility around how you adopt and apply these values. This will help you avoid communications coming off as canned or impersonal during more specific customer interactions.

5. Fill skill gaps before they become evident.

Modern customer success or customer service professionals know how to treat customers like humans — not just ticket numbers. They know when to be proactive, when to ask clarifying questions, and what to do when they don't have the answer right away. These are all skills that are needed for a positive customer perception.

But this skillful approach to service and customer relationship building doesn't come without proper training and a commitment to continuous learning. And as the industry standard continues to shift to meet the demands of the empowered, informed customer, folks in customer-facing roles need to keep pace.

To maximize your competitive advantage, it's important that both you as an individual — as well as your larger organization — are aware of the skills and service areas that need improvement, and are also willing to invest in software and training to help bridge the skills gap.

6. Break down data silos.

A data silo is information that's only accessible by one team or department. If anyone else wants to see that data, they need to communicate with the team that owns it. This not only slows down internal processes, but also creates negative interactions with customers. Customers want transparency and will get easily frustrated if they think you're withholding information.

For example, airlines are often criticized for poor customer service. That's because airport security makes it difficult for employees to share information. When flights get delayed or canceled, gate attendants aren't allowed to reveal specific details about the problem. While this data silo keeps passengers safe, customers are less understanding when their needs aren't being met.

Unless you're an airline, your business probably won't be restricted by intense security protocol. While you may have some sensitive data, most information should be easily accessible and readily available when it's relevant to customer needs .

This is where data management plays a crucial role in enhancing customer experience. The right data management software leads to more personalized interactions and improved customer perception.

7. Collect customer feedback.

You can't improve customer perception without knowing what your customers already think about your company. After all, you don't want to stop doing something that they really like or keep doing something that they really hate. By collecting customer feedback, you'll know exactly how they feel about each aspect of your business.

Customer feedback can be obtained in a few different ways. The most popular way is using surveys or questionnaires to quickly poll customers. You can also conduct interviews and hold focus groups for more in-depth conversations. Regardless of what you find, customers will appreciate your efforts to consider their suggestions.

Additionally, one of the biggest challenges businesses face is getting participants to submit feedback. Unless the customer has a strong opinion of your brand, they may not be interested in taking a survey. This leaves your feedback only consisting of either highly positive or highly negative reviews. Consider offering an incentive for submitting customer feedback and you should get a more accurate feel for customer perception.

8. Follow up with customers after every interaction.

Following up with your customers may seem trivial, however, it's a small investment that rewards a major payout. In a 2021 survey, 97% of companies did not send a follow-up email to customers to see if they are satisfied with the response — that’s a lot of lost opportunity. Motivating customers to return to your business strengthens your relationship with them and increases customer loyalty.

Follow-up messages present the opportunity to enhance the customer's experience or prevent potential churn. For example, after a positive interaction, you can use a follow-up call to upsell and cross-sell . Since the customer just had a good experience, they'll be more likely to upgrade or buy another product.

On the flip side, if your customer's experience was negative you can use your follow-up to collect customer feedback. Ask them why their experience was poor and assure them that your business is still the best option for achieving their goals. PWC found that 32% of people, after one negative experience, would stop doing business with a brand or company they previously loved. That means your company could save three out of every 10 unhappy customers simply by sending an email or making a phone call.

Creating Positive Customer Perception

The bar for customer expectations is rising. They want to eliminate the complexity involved in solving their problem and they want you to know when it's appropriate to balance automation vs. human outreach.

If you fail to acknowledge this shift, you can expect your brand perception to take a hit. But if you get the wheels turning back in the right direction, placing an emphasis on the importance of that perceived experience with your brand, well, we think you'll enjoy the outcome.

Editor's note: This post was originally published in July 2019 and has been updated for comprehensiveness.

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Customer Success Presentations: How to Create Decks That Will Wow Your Customers and Drive Upsell and Retention

In a world where experience often is just as important as results, customer satisfaction is no longer enough to find success in an increasingly competitive market. Instead, the focus has turned toward customer success. According to Forrester Research, 72 percent of businesses now say that improving customer success is their top priority.

What is customer success? Let’s start with what it isn’t. Unlike customer satisfaction, customer success is not a measure of how well a product or service meets customer expectations.

Customer success occurs when client expectations are met through their interactions with a company. They might love a product but despise the customer experience, which definitely can impact repeat business.

In fact, a Zendesk report found that 96 percent of customers are likely to change their behavior after a bad customer experience, including 59 percent who said they would stop buying from the company. Perhaps even more concerning, 39 percent said their buying behavior would remain changed more than two years after the negative incident.

“The focus is on all of the interactions your customer has with your company; starting at the earliest touchpoints of marketing and sales, moving through closing and onboarding, and continuing through their entire lifecycle with you,” wrote customer success consultant Lincoln Murphy, author of, “Customer Success Book.”

As a result of its increased importance, customer success strategies have become a primary focus among businesses large and small. In what ways can the company increase its customer success rates to sell more and reduce churn? Then, what is the best way to communicate this all-important strategy to internal and external clients?

Want to design a stellar customer success presentation? Wondering how to best present a customer success strategy? Check out the following five ways to create decks that will wow your customers, drive upsell and boost retention:

1. Create a consistent experience

It’s no secret that any business wants its customers to be satisfied with their experience. Without satisfied customers, no company will meet success— and it’s not enough to provide a positive experience part of the time. 

A customer often will form their opinion of a company based on their worst experiences, even if they are few and far between. Since 60 percent of customers told Salesforce that inconsistent experiences were enough for them to switch brands, consistent satisfaction and positive experiences are necessary for true customer success.

Likewise, the strategies featured in effective customer success presentation examples must consistently support a primary goal. Even inexperienced presentation designers can create a consistent slide deck by starting off with one of Beautiful.ai’s various presentation templates , already curated by our skilled artists to support all sorts of goals and objectives.

2. Make it personal

Customers want to feel valued, and therefore personalizing every interaction is key to customer success. What does that customer hope to get from the company? Satisfying someone else’s goals won’t improve the relationship with any customer. Likewise, be sure that your customer success story presentation speaks to a variety of customer expectations.

Of course, if you’re spending time catering your message to a variety of customers, you’ll want to ensure you aren’t wasting time communicating with people who are unlikely to be your customers regardless of their experiences. After all, a company that sells largely to a teen market would be wasting valuable time and resources customizing its strategies to satisfy Baby Boomer expectations.

3. Include social proof

Long before Facebook was a mere glint in Mark Zuckerberg’s eye, before Tom had us picking our top friends for Myspace, even before the phrase, “social media” meant anything, back when the Internet was still like something from science fiction, social proof was an enormous buying factor among most consumers. 

If you don’t recall hearing much about it, just replace it with customer testimonials and word-of-mouth advertising. Potential customers might not believe what a salesperson or an advertiser has to say, but they are more likely to listen to fellow consumers tell of their own experiences.

Including positive customer experiences in your customer success story presentation will support your strategies and reinforce your message. The folks at Beautiful.ai know the value of social proof, and therefore have provided users with a customizable Quotation Template among our smart slides . The template is perfect for showcasing customer feedback and fostering trust among potential clients.

4. Identify milestones along the journey

Customer success is about the entire journey, not only the final scene. Therefore, identifying the milestones a customer meets along the way is another key element of customer success. Likewise, effective customer success presentation examples should also feature milestones clients have met along the way. If the customer’s journey is not yet complete, also identify the milestones yet to come.

Since people instinctively respond to storytelling, present the milestones in a story of the customer experience journey. For ideas on how best to present a variety of customer milestones within a storytelling format, reference Beautiful.ai’s library of presentation templates , designed with the perfect slides for practically any purpose.

5. Illustrate your data

Most people will agree that numbers typically don’t lie. It’s no wonder, then, that hard data is powerfully persuasive among consumers. It’s not enough to present the results of a subjective customer satisfaction survey. Qualitative data that supports customer success includes key performance indicators such as repeat sales, increased sales, customer acquisition costs and email engagement— metrics based on real numbers, not opinions.

At the same time, it’s commonly known that bombarding presentation audiences with a series of statistics is a great way to put people to sleep. Instead, make the numbers come to life and truly tell the story of the company’s customer success plan by placing them within engaging infographics . 

Don’t become overwhelmed at the prospect of designing a series of colorful and informative charts and graphs, either. Beautiful.ai’s PowerPoint-alternative presentation software features a host of infographics among our library of smart slides . Just enter your data and watch our AI-powered software create the perfect infographics, including bar graphs , pie charts , flow charts , timelines , pictograms and so many more.

Samantha Pratt Lile

Samantha is an independent journalist, editor, blogger and content manager. Examples of her published work can be found at sites including the Huffington Post, Thrive Global, and Buzzfeed.

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Importance of Customer Service

Good customer service can boost customer retention and build your brand’s reputation. Learn more about the importance of customer service here.

The importance of customer service for your business cannot be overstated. Your customer service team is a direct connection between your customers and your company. Implementing essential customer service can improve your relationships with customers and improve your business. Essential customer service is also what keeps your customers coming back to your company over time.

With top notch customer service, companies can cut down on customer acquisition costs and develop a loyal following. Loyal customers even bring companies more business. They convince other prospects to purchase your brand and that is great free advertising for any business.

In this article, we go over the reasons why customer service is important. With a better understanding of the importance of customer service, you can optimize the customer experience at your company. So keep reading to learn more about the importance of customer service.

8 reasons why customer service is important

Good customer service entails listening to your customers and valuing their opinions. A company's culture is expressed with good customer service—they go hand-in-hand. Maintain good customer service, and your company culture will be recognized by your customers.

But good customer service has an impact that goes beyond company culture. In fact, providing a good customer service experience has several real-world impacts on your business performance and how your company is perceived by the public.

By providing excellent customer service, companies can enjoy all sorts of benefits. Below, we’ve listed eight examples of important benefits so that you can better understand how important customer service really is.

1. Retain your customers

Good customer service always helps retain your customers. It is what keeps your customers coming back for more purchases. Retaining customers increases your revenue and it’s also much cheaper to keep a customer than to try to gain a new one. You can retain your customers by offering personalized experiences, convenience, and attentive customer service.

When it comes to the importance of customer service, customer retention is one of the biggest factors to keep in mind. This is illustrated by the fact that 89% of customers are more likely to complete an additional purchase following a good customer service experience. Thus, when you give your customers great experiences, they’ll continue to come back for more.

2. Encourage customer loyalty

Customer loyalty is a customer’s commitment to your business or to your brand. A loyal customer will always select your business over another brand and this helps to eliminate your competition. Without a doubt, loyal customers are a very valuable asset for a business to have. Repeat customers almost always purchase more and more often. You can encourage customer loyalty by offering your customers rewards programs, good discounts, and excellent customer service.

3. Build a strong culture and reputation

A strong culture and reputation goes a long way for any brand. The culture is the psychology, attitudes, and beliefs that influence a brand experience. The story of your company and how your team members engage with it is what develops culture and reputation.

In order to first develop your culture, you first need to define your brand culture. You need to define what values you want your employees to embrace. Take time to think about it and write it down. Keep in mind that your customers need to be able to differentiate you from your competitors when it comes to values.

Next, you need to flaunt it, and that starts with top management. Visual branding is also important. Make sure your brand's logo reflects your culture. Also, use your company’s social media pages to display your brand and demonstrate good customer service. Encourage employees to share positive customer experiences and have your employees actively engaged with your brand's culture. Doing all of this will help build a strong culture and reputation. The end result will be growth for your brand. Referrals are a powerful way to have your customers do your marketing for you.

4. Get referrals

Where do you go when you have a problem? You turn to your network of family and friends. Whether you're looking for a new car, a doctor, or a realtor, you reach out to the people that you trust. The importance of referrals is undeniable.

Referrals are a powerful way to get your customers to do the marketing for you and, with great customer service, you increase the chances that current customers will refer you to their social circle.

At the same time, remember that referrals can work in a negative way as well. For instance, if you provide inadequate customer service, your customers may share their experiences with friends and colleagues. Bad referrals can be the building blocks of a negative reputation, and can ultimately drive away future customers in the long run.

5. Boost sales

Implement an effective customer service approach in order to boost sales at your company. You can accomplish this by quickly handling any issues that arise and ensuring that your customers are treated in a special way. Let them know that they are appreciated. You might even offer discounts, free samples, and promotions.

By providing consistently great customer service, you incentivize repeat business and draw new customers in. Over time, this can help your organization expand its reach and increase sales.

6. Upsell products

Upselling is when you offer the customer a high priced option or an add-on to the product they are buying. For example, you can add a warranty to a product ,or you can introduce a newer, larger screen to TV that a customer is already looking at.

When you focus on delivering great customer service, it becomes easier to upsell your customers and increase your bottom line. This is because customer service builds trust between a company and consumer. If a customer feels that they have been treated well by your organization in the past, they’ll likely be more inclined to increase their spending with you and explore additional services you may offer.

7. Improve employee happiness

While you may think that providing great customer service only makes the customer happy , it’s important to note that a good customer service system can boost employee happiness as well. This is because happier customers tend to lead to happier employees. Positive professional relationships facilitate happiness for both parties, whereas upset or confused customers can lead to employee stress and burnout.

8. Remain competitive in the marketplace

Good customer service can be a valuable selling point for your business. After all, if two companies offer a similar product but one provides much better customer service than the other, which company do you think more consumers will choose?

Every customer wants to be supported and treated with respect. When you employ effective customer service strategies, you can gain a competitive advantage over other businesses by building lasting relationships with customers.

Tips for providing good customer service

Good customer service is essential in order to stay in business. Be sure to train your employees to provide good customer service. Train them to be good listeners and problem solvers. To help you do this, here are a few tips for providing good customer service.

Be proactive

In order to provide proactive customer service, you should anticipate customer problems and address them before they become an issue. This may mean setting up an easy-to-use customer support center on your website, writing out detailed FAQ pages, or tweaking the customer journey to streamline the customer experience.

In any case, being proactive is better than being reactive. When you have to react to customer problems, it can often be difficult to find a quick solution that’s satisfying for both you and the customer. Avoid this dilemma entirely by being proactive with your customer service.

Get feedback

Getting feedback is an effective way for learning your weaknesses and strengths. It sets the groundwork for improvement. A good way to get feedback is to provide opportunities for both your employees and your customers to rate the customer service experience.

In order to solicit feedback, you may send out customer surveys or set up focus groups to find areas for improvement. However you get feedback, try to keep it anonymous. People are always more honest when they can be anonymous with their responses. Once you get all of the feedback, you can implement changes where needed.

Provide training

Always provide training for your employees. Training should always be ongoing, as one can never stop learning. Keep your employees informed about new products and ways to use them. They will transfer that knowledge to your customers. Also, it will help you employees feel more confident on the job and create a positive customer service experience for everyone involved in the process.

In order to keep your employees trained, devise a training schedule and stick to it. A training schedule may include anything from customer service workshops to lectures about how to use new technologies. Just remember that well-trained employees are going to be better equipped to provide customers with excellent service.

Final notes

As already mentioned above, excellent customer service cannot be overstated, and all of the categories discussed above are an important part of the puzzle to accomplish excellent customer service. If you don't implement all the categories above, the puzzle will remain unsolved and your business may suffer for it. That means that your customer service will always need improvement, thus delivering excellent customer service should always be a work in progress for companies.

Keep in mind that with the right technology and tools, it becomes much easier to manage customer relationships and provide a great customer service experience. At Mailchimp, we understand why customer service is important. That’s why we provide organizations with the tools they need to optimize the customer journey and build long-term customer relationships. So, whether you want to use our CRM tools or our email marketing platform, sign up for Mailchimp to get the tools your business needs today.

Related Topics

• Customer Retention
• Audience Insights
• Customer Re-Engagement
• Segmentation
• Connect with Customers
• Target Your Audience
• Grow Your Audience

Introduction to front office

Personal presentation for front line staff

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The front office is like first impressions: good or bad, you always remember them. In this lesson, Sofia Barroso Gomez takes you through the importance of presentation and behavioral expectations when working at the front office.

What you'll learn in the Personal presentation for front line staff lesson

• How to present yourself to a hotel's presentation and grooming standards
• Some personal behavior to adopt to present well

Who the Introduction to front office course is for

This online course is ideal for hotel employees as well as any workers in the hospitality industry wanting to learn more about the fundamentals of front office.

Sofia Barroso Gomez

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Welcome - Introduction to front office

The front office team

Different guest types

Making guests feel welcome

Types of rooms and service

Front office team communications

Front office presentation and tools

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