10 common sense strategies that move service from Woe to WOW!

2. 10 common sense strategies that move service from Woe to WOW! Customer Service Magic WOODIE PERKINS

3. Agenda Who We Are Our Desk-Side Business Problem Our Desk-Side Vision Our Journey Were We Successful? Timeline of Events Question & Answers

4. Who We Are Largest casket manufacturer in the US Award winning casket and urn manufacturing facilities Efficient customer demand pulled, mixed-model production system ~ 500 unit transportation fleet ~ 100 warehouses throughout North America Next day delivery service to 2/3 of our customers • Batesville, IN – metal & urns • Manchester, TN – metal • Chihuahua, MX – veneer • Vicksburg, MS – wood processing • Batesville, MS – wood

5. The Business Problem We outsourced desk-side support to a tier one service provider in June 2003 Huge customer service issues 5 day resolution on desktop issues The “Help-Less” desk Tickets fell into the “Black Hole” Internal customers voiced concerns about the help-desk Lack of flexibility with the team Impacted customers from getting their jobs done

6. The Business Problem (continued) Contributing Factors: Individual performers did a very good job, however there was no management oversight Remote management - providing no discipline, accountability, guidance or vision to the team Performance reviews and feedback were rarely given Monthly measurements looked good on paper, but did not meet the business needs The team was not allowed to work on any issues without having a ticket No process improvement mentality So…Desk-side support was in-sourced in June 2006

7. We Know Bad Service When We See It Customer Service Magic

8. We Know Good Service When We See It • The Pickle – Give ‘em a pickle • The Fish Story - Tough Job, but people have fun • Johnny the Bagger - Make a persons day • Secret Service – John Roberts Spa – Great processes -when a failure happens • Customers for Life – Sewell Cadillac - Under-promise over deliver • Airline Baggage Handler- Mailed fallen off luggage tags to customers • Wally the Taxi Cab Driver – Offers coffee/tea, newspaper, music • Ritz-Carlton Associate – Customers PC, flew it to Hawaii • Nordstrom Associate – Perfume from another store, no additional charge Customer Service Magic

9. The Desk-side Vision Become a customer centric organization. Provide a new and improved focus on Customer Service. Drive value for all business partners Make desk-side support a great place to work Never forget that we are a service organization Support the mission of seamlessly integrating enterprise business solutions to create a competitive advantage Provide a stable and user-friendly environment where information is easily obtained and accessed Create an extraordinary end-user computing experience for all Batesville Casket associates Implement continuous process improvement activities to turn the vision into reality Customer Service Magic

10. Our Journey The vision for the team was boiled down to one word….WOW!! We wanted to WOW our customers We started by getting rid of all the rules and making only one rule…Focus on getting customer issues resolved as fast as possible. • Along the way we learned what worked and what didn’t work! Today we are still on the journey to improve. • We used the existing team that was outsourced…old team – new leadership. • Looking back, 10 key themes or steps contributed to our success.

11. The 10 Step Plan For Customer Service Magic: 10 Have Fun 9 Listen To The Customer 8 Give Them What They Want 7 Easy To Do Business With There is no “Silver Bullet” or “Magic Fairy Dust” used to create Customer Service Magic, just a simple 10 step plan. 6 Over Communicate 5 Measure – Measure Everything 4 Continuous Improvement 3 Great Execution – Under Promise, Over Deliver 2 Customer Service Delivery System and Processes 1 Create A Passionate Customer Service Organization

12. Create a Passionate Customer Service Organization Hire people that are passionate, can teach the technical When a customer asks, the answer is always YES! Discussions and meetings with our associates on the soft issues: Expressing the idea that true customer service must come from the heart because you care about your business partner’s needs Making a difference in someone’s day has a great impact The team was challenged to find their own unique ways to provide stellar customer service Step 1

13. Promote positive attitudes thatbecome contagious for others Each month an associate from the team is given a special award for their extra effort in providing enhanced customer service…WOW Award! Each associate is empowered to do whatever is necessary to get the job done to meet the customer’s needs Monthly living the ideology series…Never forget that we are a service organization! Performance Management - Build the best team Create a Passionate Customer Service Organization Step 1 (Continued)

14. DevelopService Delivery Systems & Processes Poka-Yoke (Mistake-Proof) processes and systems Refined processes – removing time out of the process Developed process/systems to ensure that no issue falls through the cracks Develop proactive recovery strategies Don’t leave customers in limbo, developed processes that enforce timely resolution to issues. Step 2

15. Great Execution Create a noticeable difference between the old and new desk-side support on Day 1 for our customers Doing the Right things at the Right time in the Right way Set Clear Goals and Priorities Exceptional Follow-through Recognize and reward performance Under-promise and over-deliver in a consistent manner Rapidly respond to issues and over communicate with the customer Step 3

16. Continuous Improvement Often pleased, seldom satisfied! Ran “Kaizan” sessions to improve service offerings “Spare in the Air” Program – 5 days to 1 day New Hire process – PC,Phone,Name-Plate,Email,etc is ready when a new hire starts instead of waiting a week or more Warm-Transfer to the appropriate support organization instead of waiting for a return call 7X24X365Desk-side Support instead of 8 to 5, Monday - Friday support Expert Support for shrink wrapped software Step 4

17. Continuous Improvement (continued) Provide “White Glove” treatment to each business partner by wiping down monitors and keyboards during their support visit. Step 4 • Technician’s leave their business card attached to stationary listing the details of the work performed during their support visit. • Equipping each technician with the right tools (stationary, business cards, cleaning wipes, tools, etc) to do their job ensuring they can fix the issue during the first visit

18. Measure Measure Everything! Implemented a customer satisfaction survey Share weekly and monthly statistics with associates to ensure the team is focused on the proper goals and aligned correctly. 4 monitors are updated daily with current statistics of all technicians, which is in the open and available for all to see Report results monthly to team, department, CEO staff “You Can’t Manage What You Don’t Measure” Step 5

19. Measure(continued) Step 5

20. Over Communicate Eliminate the “Black Hole” effect - timely updates Customer Satisfaction Survey’s - disguised as a follow up call for any additional outstanding issues “Face to Face” communications, it has a calming effect and portrays a higher sense of urgency - (non-verbal) Step 6 • Call the customer before they know they have a problem • Additional communication mechanisms: email, text message, web portals, monitors, etc.

21. Easy To Do Business With “No Tickey..No Worky” Provide multiple ways for a customer to access service Don’t make a customer wait!! Answer the call quickly First call resolution – Eliminate or limit transfers IVR Hell Own the problem - Single point of contact, warm transfers, etc Step 7

22. Give Customers What They Want Find a way to say… Provide memorable service Under promise over deliver Reliability & Responsiveness Assurance Empathy Step 8

23. Listen To The Customer Step 9 • Stop Talking! • Listen to the customer and understand their business • Be “In the Moment”… Focus! – total attention to the customer • Complaints are a wonderful gift • Hold your judgment • Ask questions… a lot of questions to fully understand the issue

24. Have Fun How to motivate people to work faster, harder and better: Over pay them Threaten them Make it fun Step 10 • If a fishmonger can have fun, Why can’t you? • Tell your associates you appreciate them • Reduce stress • It is okay to make a mistake • Help each other out – Happiness is a choice

25. 10 little but BIG Things That Create Customer Service Magic: 10 Have Fun 9 Listen To The Customer 8 Give Them What They Want 7 Easy To Do Business With 6 Over Communicate 5 Measure – Measure Everything 4 Continuous Improvement 3 Great Execution – Under Promise, Over Deliver 2 Customer Service Delivery System and Processes 1 Create A Passionate Customer Service Organization

26. Were We Successful? You judge from the unsolicited remarks from our customers… “Professionalism” “Delivered as Promised” “Phenomenal” “Thank You” “Your Prompt Attention is Greatly Appreciated” “She is Truly an Asset To Your Department” “Wonderful Service” “Thank You!, A Happy Internal Customer” “Consummate Professional” “Fantastic Job” “Thanks For All Your Help!” “Wonderful Service” “Very Pleased” “You Were Great!” “Blown Away” “I am immensely appreciative of their customer service courtesy and professionalism” “I Appreciate Your Responsiveness” “Excellent Customer Service” “Very Cheerful” “EXTREMELY Helpful” “A Super Team Effort” “Sincere Appreciation” “I Was Blown Away…” “You Never Fail to Respond” “This is Perfect!! WOW!!” “Your customer service and follow-up were exceptional” “WOW Service” “Tremendous Help” “Pat On The Back” “Much Smoother” “Keep Up The Great Work!” “Phenomenal Job” “Patient and Positive” “Fantastic Job” “Far Exceeded My Expectations” “GREAT Help” “You Are The Best!” “Awesome Service!!!”

27. Timeline of Events Insourced Desk-side Support on June 1, 2006 Insourced the Service Desk (Help Desk) on June 17, 2008 Very successful Improved service levels while reducing overall cost Insourced Intel support on December 1, 2008 Includes Intel, Citrix, Active Directory, VMware support Reduce overall cost Increased service level Insourced Oracle DBA support on January 1, 2010 Cost neutral Improved service

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