In a market demanding faster, cheaper and better, combined with an outstanding customer experience, we need..

1. In a market demanding faster, cheaper and better, combined with an outstanding customer experience, we need.. Customer Service Unleashed

2. Meeting Our Panel Brett Olsen Brett Olsen CSR Manager Beacon Promotions Debra Hoerl Director of Customer Services Gill Studios, Inc. Anthony McNally Director of Operations Motivators Kelly Rezansoff Customer Relations Director Norwood & BIC Graphic NA • Has held various positions at Beacon Promotions, Inc. since 2003  • Fifteen years of factory management • Manufacturing experience brings a unique perspective to CSM • Prior to Beacon, held a variety of roles at Advertising Unltd. & R.L. Polk  

3. Meeting Our Panel Brett Olsen CSR Manager Beacon Promotions Debra Hoerl Director of Customer Services Gill Studios, Inc. Anthony McNally Director of Operations Motivators Kelly Rezansoff Customer Relations Director Norwood & BIC Graphic NA Debra Hoerl • With Gill Studios 28 years • Began her career as Credit Services Manager. • In 1986 helped launch and chaired the Ad Specialty Credit Group • Director of Gill Customer Services since 2008. • Takes her break at her retreat home in the Lake of the Ozarks

4. Meeting Our Panel Anthony McNally Brett Olsen CSR Manager Beacon Promotions Debra Hoerl Director of Customer Services Gill Studios, Inc. Anthony McNally Director of Operations Motivators Kelly Rezansoff Customer Relations Director Norwood & BIC Graphic NA • Seven years with Motivators Promotional Products • Worked in retail customer service and sales • Marketing degree from Hofstra University • Volunteer Firefighter.

5. Meeting Our Panel Brett Olsen CSR Manager Beacon Promotions Debra Hoerl Director of Customer Services Gill Studios, Inc. Anthony McNally Director of Operations Motivators Kelly Rezansoff Customer Relations Director Norwood & BIC Graphic NA Kelly Rezansoff • 23 years of industry experience starting with Key Industries. • 2 years on the distributor side with Norscot Group as Acct Mgr. • Significant experience consolidating Norwood acquisitions • Leads all Bic/Norwood Customer Relations team across the US.  •  #1 fan of her son who plays high school hockey..

6. Analyze This People skills - the angry customer Repairing internal process failures Beyond service – sales Urgent care Third party created problems

7. We Said – They said Can we solely rely on an e-mail? If you see more than one person on your team has been copied how do you handle it? How much response time is just about right and how much is too long? What do you do when a client says…you said or someone said, but it is not in writing and it is equally not believable?

8. My Best kept Secret – No More If you know the caller already has a price from another source, do you handle it any differently than any other call? How can a CSR be proactive and help increase a company’s business or profitability? What is your secret to winning the affection of your customers?

9. My Ten Commandments • Thou shall always treat the customer as the most important person in the world.  • Thou shall always be pleasant and professional. • Thou shall always listen, listen, listen to the customer’s needs. • Thou shall empathize with the customer’s problems.  • Thou shall be knowledgeable to provide timely solutions for your customers.  • Thou shall compromise when needed to solve customer’s problems. • Thou shall always follow-through in a timely manner to insure customer’s requirements are met.  • Thou shall add value to every customer contact. • Thou shall act with empowerment and accept responsibility to meet customer’s needs first time, every time. • Thou shall always do the right thing for the customer and the company, even if no one is watching.  • Debra HoerlDirector of Customer Services • Gill Studios, Inc.

10. My Ten Commandments Thou Shalt Know who is boss.  The company’s most vital asset is its customers.  Thou shalt treat employees well. Thou Shalt be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Thou Shalt identify and anticipate customer’s needs. Thou Shalt Make customers feel important and appreciated. Treat them as a guest. Thou Shalt continuously help customers understand the companies systems and services. Take time to explain how they work and how they simplify transactions. Thou Shalt Always look for ways to make doing business with our company simple and easy. Thou shalt Know how to sincerely apologize. Thou shalt Give more than expected and elevate your company above the competition.    Thou Shalt Get regular customer feedback.  Encourage and welcome suggestions about how to improve. Kelly Rezansoff Customer Relations Director  Norwood & BIC Graphic North America

11. My Ten Commandments Thou shall Communicate in a professional manner at all times. Thou shall Listen completely and carefully on each call, sort out information, then give response, never argue, always documenting. Thou shall be honest & trustworthy, do not make promises you cannot keep. Thou shall respect the customer’s time and handle their inquiries promptly & efficiently. Thou shall be knowledgeable in your company’s products and services Thou shall practice good telephone and email etiquette. Thou shall have a positive attitude. Thou shall accept responsibility for mistakes made on behalf of your company, and work toward problem resolution. Thou shall be appreciative of the customer’s time and their orders – say “Thank you”! Thou shall be sympathetic to their needs – for help on a price, deadline, errors made, credit needed Brett Olsen Beacon

12. My Ten Commandments 1.       Don’t take it personally. 2.       Listen. – you can’t help a customer without first listening to what they have to say. 3.       Ask the customer how you can help them 4.      Talk to a customer (don’t rely on e-mails), and follow correspondence 5.       You shall not murder a customer. (But after you get off the phone with them you can say anything you want 6.       Always shoot for 100% customer satisfaction 7.      Treat every customer service encounter as sales opportunity. 8.       Honor your mother/father (in this case your boss/company) 9.       Customer Service is everyone’s 10.    Remember that all customers are important Anthony McNally Motivators

13. Thank You For Your Contributions Dean Hammond BIC/Norwood Catherine Meyer Cameo Promotions