1. Hero Training
Becoming a Customer Service Hero

2. So, what is a Customer Service Hero?
The phrase Customer Service Hero
embodies the concept that every delivery of superior
customer service involves a hero of some sort.
In a world filled with poor service, administrative
hassles, and a digitally-distracted populace, the
attention and focus great customer service reps give
their customers makes them heroic…

3. Here are the qualities of a Customer
Service Hero.
Coincidentally, many of our favorite
superheroes have the same qualities…

4. Impenetrable Skin
Like Superman, customer service heroes need a thick skin. Just
as bullets and buses bounce off of the Man of Steel, customer
facing professionals are often on the receiving end of anger and
blame and need the ability for these verbal arrows to bounce off
of them.

5. Pride
Customer service heroes need to have a sense of pride in the
organization they work for, pride for their organizations mission
statement, and pride in their work. Be careful that you don’t
become so prideful that it reads as arrogance like Wolverine who
because he has healing powers and a metal skeleton thinks he is
untouchable and rushes headlong into a fight without thinking.

6. The Right Tools
Batman has his handy utility belt; customer service heroes have
an assortment of tools at their disposal to deliver a great
customer experience.

7. Hyper Awareness
Like Spiderman, the spidey-senses of customer service heroes tingle
when something is off. Whether its anticipating follow-up questions to a
known issue or knowing when an ad is not going to perform well,
customer service heroes sense problems before they go too far and take
proactive action to address them before significant damage is done.

8. Ability to Thrive in Difficult
Environments
Not everyone is cut out for customer facing roles, and some
customer facing roles are just plain tough. Like Aquaman,
customer service heroes have the ability to thrive in
environments that others cannot, and it makes them stronger
every day they do so.

9. Secret Identity
Like most superheroes, customer service heroes have a secret
identity — meaning a personal life. Customer service heroes
know to put their professional costumes or game-face on when
they are on the job.

10. Super Speed
Like the Flash, customer service heroes are lightning
quick. Sometimes the solution or answer is not quick, but
the response should always be.

11. Genius Intelligence
Like Dr Hank Mccoy aka Beast of the X-Men, customer
service heroes need to know their products and services
inside and out, and be the best in their field.

12. Inventive
Customer service heroes need to be
inventive and improving their solutions.
Tony Stark is always reinventing the
Iron Man armor to be stronger, faster,
and better than the last one. When
something fails customer service heroes
know to look at what went wrong and
improve on the next one.

13. Mind Reading
While we know people can’t really read minds like Professor X,
customer service heroes should be able to pick up on the subtle
clues your customer is giving you and know when they need
empathy.

14. Thrives On A Team
Oftentimes, a job is too big for one person; it requires a team.
Like the Justice League of America or The Avengers, sometimes
even the best customer service heroes cannot do it alone.

15. Be A Leader
Customer service heroes are leaders in what they say and do,
like Captain America. They lead by example. When you're
having a tough day, let it go so you can positively focus on your
customers. When your peers are struggling to catch up, jump in
to help. Drop what you're doing to lend a hand.

16. A Customer Service Hero…
… is super-fast but never rushed
… is proactive more than reactive
… is visible in result but invisible in execution
… is experience-focused and not silo-bound
… is self-aware but not self-centered
… is consistent without being inflexible
… is efficient but not effortless
… is relational not transactional
… is always present but never an imposition
… is referral generating more than referral soliciting
… is surprising but never a surprise
… is data-conscious but not data-dominated
… is broad in concept but individual in application
… is grateful in substance not just in form

17. • Appreciate – The word speaks for itself. “I appreciate your patience.” “I appreciate your willingness to give us
a chance to correct the issue for you”
• Respect – The word respect almost always creates a positive impact on the listener. “I completely respect what
you are saying” “I truly respect and appreciate the fact that you took the time to bring this to our attention”
• Accountability – This is a positive word that signals your willingness (and the company’s) to be accountable. “I
understand, and I am accountable for that.” “We absolutely are accountable for that mistake, and I am going to
everything I can to make it right for you.”
• Understand – Who doesn’t want to be understood and feel empathy? “I understand why you are upset” “I
understand how you feel”
• Committed – This helps to strengthen the accountability piece. “I am committed to sticking with you until this is
resolved”
• Absolutely – Don't just say yes-say absolutely! If you like you can substitute with definitely or certainly.
• Suggest – Suggest is a soft word with a lot of power. It directs the customer while giving them a sense of
control. “I’m going to suggest that you upgrade to the latest version of our software” “I suggest you use this ad
type for better results”
• Option – Everyone likes options; no one likes being boxed in. “Here is an option that I think you will like”
• Challenge – This word is a great substitute for the word “problem”. “I understand your challenge”
• Solution – Everyone wants challenges to be solved. “Great news! I found the perfect solution for the static
you’ve been getting from that microphone”
• My pleasure – Use this instead of saying “You’re Welcome” since it implies that you enjoyed working with
them and resolving the issue. “It’s my pleasure”

18. HEROES vs Villains

19. Villain
• Agent - Thank you for emailing our Support Team. When editing your budget, you
are agreeing that the system will spend up to the new amount set. If you are
running an ad at $10 a day then change that to $20 at some point during that
day, the system will reset the spending and spend up to the $20 allotted over the
rest of the day.
This is what happened when you made the change to your budget. When making
this change there is a warning message which states that making a change to the
budget will reset spending and build towards the new daily budget. The delivery
system worked and delivered your ads according to the settings you
selected. Due to this, you are not eligible for a refund at this time. I've included a
link below which goes over edits to daily budgets while an ad is running. If you
have any questions please let me know.
Changing Daily Budgets
- https://www.facebook.com/business/help/220193944674984
• Advertiser - I do not feel it was fair that my whole budget for the day was spent
in the last 30 minutes of the day and therefore yield extremely poor results.
Please forward this message to you manager. I am requesting a refund for the
amount of that day. Thank you.
• Agent - Thank you for reaching back out to me. I can definitely understand the
frustration from the sudden spending as it was not something you were
expecting. However, this is how the system is set up to deliver ads. As I
previously mentioned, when editing your budget, you are agreeing that the
system will spend up to the new amount set. If you are running an ad at $10 a
day then change that to $20 at some point during that day, the system will reset
the spending and spend up to the $20 allotted over the rest of the day.
If you would like to provide feedback directly to Facebook regarding any feature
please do so here: https://www.facebook.com/help/contact/268228883256323.
Though we can't respond to everyone who submits a suggestion at that link,
many of the ideas people send us are reviewed and used to improve the Facebook
experience for everyone. Thank you again for contacting Facebook Ad Support.
I expanded my campaign limit to $40
per day... I did this 1 hour before
midnight and... Facebook ads decided
to use those last 45 minutes of the day
to run up a $40 spend.
I paid for $40 per day and NOT for the
last 45 minutes of the day. This just
made my ad fail miserably and I
wasted money. Please refund me the
amount spend, $40.00
Again, I want to spent $40 per day and
not in 45 minutes, specially when the
results are dismal. I feel this was unfair
and in order for me to keep using
facebook ads, I should like a refund.
Thank you.

20. HERO
• Agent –
“Thank you for reaching out to the Facebook Ad Support Team. I understand you are reaching
out to us in regards to the $250 charge on your account and I'd be happy to take a look into this
for you. I am glad that we were able to make contact and discuss this over the phone.
As discussed your was created with a $20 Daily Budget. While I was investigating I noticed this
is not your usual type of budget, and you had also mentioned that. Budget mistakes happen, as
discussed I've made the same mistake. I am just going to include some additional information
on the budget types for good measure.
A lifetime budget is similar to a daily budget, but instead of choosing an amount to spend per
day, you choose an amount to spend over the entire scheduled time period of your ad set. The
benefit of lifetime budgeting is that our system will pace your ad spend equally over the set
period of time you've selected (1 day, 1 week, 1 month, etc). For example, if you specify $50
USD to be spent over a 5 day period, our system will recognize that $10 should be spent each
day. If the ad set only spends $8 on the first day, we will try to make up the missed amount of
$2 on a subsequent day within the ad set's scheduled run dates. We recommend that you
choose a realistic lifetime budget for a longer ad set. A low lifetime budget may result in little to
no delivery on some days.
If you switch a previously running ad set from a daily budget to a lifetime budget or a lifetime
budget to a daily budget, your budget will be reset for the day. You will incur the charges that
you've already received for that day, and may be charged again for any clicks or impressions
accrued after your budget type has changed. Because of this, your charges for that day may
exceed the daily budget you were using or are switching to. For example, if you have have a
lifetime budget of $10 and have already spent $5 when you decide to switch to a daily budget
of $10 instead, your spend will be reset to $0 at that time and you may end up spending $15
total that day.
For more information on this feature, please visit our Help Center:
https://www.facebook.com/help/174133805973131/?ref=smbna00258
I had mentioned over the phone that I will be putting in a request for a $75.00 advertising
coupon. This coupon can be put towards future advertising. Please note, if you have an Ad
running before you place the coupon into your account, your CC will be charged and not the
coupon. As that is technically an old advertisement. I will be reaching back out to you
sometime next week with your coupon code (I'm off the next two days). ”
I just got charged 250 dollars for
January, and still have a balance.
Not sure what happened but I
know for sure I didn't mean to
spend this kind of money. Could
you please tell me? If you look at
all my monthly charges I never
even came close to this. I own a
small business and don't have that
kind of budget for advertising.

21. Villain
• Agent – “Thank you for contacting the Facebook Global Marketing Solutions, and thank you for
taking my call this afternoon. I apologize for having to cut the call off short.
I definitely understand the confusion with optimization and charges. I have attached some
screenshots to show you exactly where to go to edit the existing Ads. From your main Ads
Manager, you will click the Campaign name, and then go to the Ad Set. Select the pencil icon,
and When You Get Charged appears as shown in the screenshot.
Again, we do recommend when making these changes to start a new Campaign rather than
editing an existing Ad. By doing a new Campaign, you're ensured the Ad will optimize to the
truest results based solely on the Ad itself rather than using previous performance results to
effect the Ad optimization. Here is a link to our Help Center with more information on Bidding
and Charges:
https://www.facebook.com/business/help/197204873722870
I hope this answers your questions! Ensuring that you are taken care of is my priority, but your
feedback is equally important to me. You will be receiving an email in the next day asking for a
survey on rating my customer service for you. I strive for you to be able to select "Very Satisfied"
on the survey. If your choice would be anything other than this, please let me know prior to
filling out the survey so I can attempt to correct any issues. Thank you for contacting Facebook,
and I hope you have a great day!”
• Advertiser – “Thank you for the call and the email. I was able to find what you pointed out in
the images, however, it is also unchangeable for me.
I'd also like to tell you, I was really surprised you said you did not have anymore time to talk
with me and solve my problem. Our company has spent over $100,000 with Facebook. I
received a call from you, and you only had 8 minutes to introduce yourself, and solve my
problem. I was very offended you had to go because of another call when you called me. I really
did not appreciate this support. Is there someone else I can talk to, to answer my questions?”
• Agent – “Thank you for your response. I absolutely understand where you are coming from.
Generally, we schedule calls out to provide more time to speak. When I spoke with you and had
to cut our call short, it was because I had another call scheduled at that time. I just wanted to
reach out to you at least to let you know that your case was being looked over. I am happy to
schedule a call to speak with you more about your case or answer any other billing questions. I
am available tomorrow at either 9 AM, 10:30 AM, 1 PM or 2 PM MST for a call.
Please advise what time works best for you, and I will reach out at that time. Thank you, and I
hope you have a great day!”
We've been running some FB ads.
We've created the ads, so that when
the landing page is filled out, that
would count as a conversion and
we'd pay you for it. However, FB is
not calculating this correctly and is
over charging us for it. How can we
fix this discrepancy and credit any
amount that was charged even
though it was not actually a
conversion? I'd really appreciate
your help as we'd like to continue
using ads in the future. However, it'd
be most helpful to fix this
discrepancy so we can be more
successful with our ads.

22. HERO
• Agent -
“Thank you for reaching out to the Facebook Advertisement
Support Team, I understand that you are having some trouble
locating an invoice. I did attempt to reach you at the phone
number (XXX) XXX-XXXX but was unable to get a hold of you,
however I did leave a voicemail.
I was able to locate the specific transaction you are referring to
and see on your ads manager the charge is for 2 campaigns
that were ran between Sep 29 to Oct 29, 2015 for the purpose
of website clicks. I have attached a screen shot as well of the
specific transaction and how it appears in your billing manager
or you can view it in the link provided below:
https://www.facebook.com/ads/manager/billing/transaction_
details/....
Also, below is a helpful link on where to locate and how to
download invoices through your billing manager:
https://www.facebook.com/business/help/117335431685396
I hoped this helped clear any confusions you may have had. If
you have any further questions please feel free to reach back
out to me! ”
In my billing summaries I cannot
find any bills/invoices related to
advertising charges that was
posted to my credit card on Nov 2
(Transaction date was Oct 31)
2015. The amount charged to my
credit card was $66.13 and I
would like to know what that was
for? I have no bills in Oct 1-
through Nov 30th, 2016 so please
explain why I was charged $66.13
for ads? Please note the
description on my credit card bill
says "FACEBOOK
HU7VL8N6C2www.fb.me/ad

23. Be the kind of person who makes people say,
“You’re my hero!”