Customer Service MagicWoodie PerkinsBatesville Casket Company

AgendaWho We AreOur Desk-Side Business ProblemOur Desk-Side VisionThe Year Long JourneyWere We Successful?What is Next?Question/Answers

Who We AreLargest casket manufacturer in the USAward winning casket and urn manufacturing facilities

Efficient customer demand pulled, mixed-model production system~ 500 unit transportation fleet~ 100 warehouses throughout North AmericaNext day delivery service to 2/3 of our customers Batesville, IN metal & urns Manchester, TN metal Mexico City, MX - metal

Vicksburg, MS wood processingBatesville, MS woodChihuahua, MX veneer

The Business ProblemWe outsourced desk-side support to a tier one service provider in June 2003Huge customer service issues5 day resolution on desktop issuesThe Help-Less deskTickets fell into the Black HoleInternal customers voiced concerns about the help-deskLack of flexibility with the teamImpacted associates from getting their jobs done

The Business Problem (continued)Contributing Factors:Remote management - providing no discipline, accountability, guidance or vision to the teamYearly performance reviews were rarely givenRelaxed monthly measurements were scrubbed to meet the service providers standards not business standardsThe team was not allowed to work on any issues without having a ticket to do soSLA turn-around was too relaxed and unacceptable by Batesville Casket standards Lack of pride and ownership in their work No process improvement mentalitySoDesk-side support was in-sourced in June 2006

We Know Bad Service When We See ItCustomer Service Magic

We Know Good Service When We See ItCustomer Service MagicThe Pickle Give em a pickleThe Fish Story - Tough Job, but people have funJohnny the Bagger - Make a persons daySecret Service John Roberts Spa Great processes for when a failure happensCustomers for Life Sewell Cadillac - Under-promise over deliverAirline Baggage Handler- Mailed fallen off luggage tags to customersWally the Taxi Cab Driver Offers coffee/tea, newspaper, musicRitz-Carlton Associate Customers PC, flew it to HawaiiNordstrom Associate Perfume from another store, no additional charge

The Deskside VisionBecome a customer centric organization. Provide a new and improved focus on Customer Service.Drive value for all business partnersMake desk-side support a great place to workSupport the mission of seamlessly integrating enterprise business solutions to create a competitive advantageProvide a stable and user-friendly environment where information is easily obtained and accessedCreate an extraordinary end-user computing experience for all Hillenbrand Industries associatesUtilized the Deming Cycle for process improvement to turn the vision into realityCustomer Service Magic

Action Plan Year Long JourneyThe vision for the team was developed and we boiled it down to one word.WOW!!We implemented well-defined, logical steps to lead us to the vision. These steps werent easy and even seemed unattainable at first but youll never achieve great things if you dont strive for challenging goalsWe utilized Deming's PDCA cycle to reengineer processes that were an impediment from reaching our visionWe developed a five step plan which would take a year to complete but would ultimately assist us in attaining our vision

The Five Step Plan For Customer Service Magic:

Great Execution - Shock and AweDevelop Customer Service Delivery Systems and ProcessesCreate A Passionate Customer Service OrganizationContinuous ImprovementMeasureThere is no Silver Bullet or Magic Fairy Dust used to create Customer Service Magic, just a simple five step plan.

Step 1. Execution - Shock and AweDetermine what the customer wants and give it to themUnder-promise and over-deliver in a consistent mannerMake it easy for the customer to do business with usCreate a noticeable difference between the old and new desk-side support on Day 1 for our customers.Rapidly respond to issues and over communicate with the customer

Step 2. Develop Service Delivery Systems & ProcessesPoka-Yoke (Mistake-Proof) processes and systemsRefined processes removing time out of the processDeveloped process/systems to ensure that no issues fall through the cracksDevelop proactive recovery strategiesDont leave customers in limbo, developed processes that enforce timely resolution to issues. Over communicate. Developed specialized cards to leave with the customer

Step 3. Create a Passionate Customer Service OrganizationCustomer service training via books and videoWhen 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 partners needsMaking a difference in someones day has a great impactThe team was challenged to find their own unique ways to provide stellar customer service Promote positive attitudes and how they become contagious for others

Step 3. Create a Passionate Customer Service Organization (continued)Each month an associate from the team is given a special award for their extra effort in providing enhanced customer serviceWOW AwardEach associate is empowered to do whatever is necessary to get the job done to meet the customers needsMonthly living the ideology seriesNever forget that we are a service organization!Performance Management - Build the best team

Step 4. Continuous ImprovementOften pleased, seldom satisfied!Ran Kaizan sessions to improve service offeringsSpare in the Air Program 5 days to 1 day turnaround New Hire process PC,Phone,Name-Plate,Email,etc is ready when a new hire starts instead of waiting a week or moreWarm-Transfer to a desk-side technician instead of waiting for a return call7X24X365 Deskside Support instead of 8 to 5, Monday - Friday supportExpert Support for shrink wrapped software

Step 4. Continuous Improvement (continued)Provide White Glove treatment to each business partner by wiping down monitors and keyboards during their support visit.Technicians leave their business card attached to stationary listing the details of the work performed during their support visit.Requiring each technician to carry a nice leather toolkit that contains small tools, stationary, business cards, cleaning wipes pens, etc to ensure they can fix the issue during the first visit

Step 5. MeasureMeasure Everything!Implemented a customer satisfaction surveyShare weekly and monthly statistics with associates to ensure the team is focused on the proper goals and aligned correctly.A metrics board is updated weekly with current statistics of all technicians, which is in the open and available for all to seeReport results monthly to team, department, CEO staffYou Cant Manage What You Dont Measure

Step 5. Measure (continued)

Were We Successful?You judge from the unsolicited remarks from our customersWonderful ServiceFantastic JobShe is Truly an Asset To Your DepartmentI am immensely appreciative of there customer service courtesy and professionalismYour Prompt Attention is Greatly AppreciatedThank You!, A Happy Internal CustomerThank YouConsummate ProfessionalProfessionalismThanks For All Your Help!Wonderful ServiceDelivered as PromisedPhenomenalExcellent Customer ServiceVery PleasedI Was Blown AwayPhenomenal Job

You Never Fail to RespondWOW ServiceAwesome Service!!!You Are The Best!This is Perfect!! WOW!!I Appreciate Your ResponsivenessA Super Team EffortTremendous HelpYou Were Great!Your customer service and follow-up were exceptionalKeep Up The Great Work!Patient and PositiveFar Exceeded My ExpectationsEXTREMELY HelpfulMuch SmootherVery CheerfulPat On The BackBlown AwayFantastic JobGREAT HelpSincere Appreciation

What Is NextInsourced the Service Desk (Help Desk) on June 17, 2008Very successful Improved service levels while reducing overall costInsourcing Intel support on December 1, 2008Includes Intel, Citrix, Active Directory, VMware supportReduce overall costIncreased service levelDeveloping a three year IT Infrastructure roadmap

Questions

** And along the way, I will open up my bag and share some of my magic pixie dust that makes up Customer Service Magic* Primarily in the US, Canada and Mexico $700MM company**Tie..We all have seen good service and bad service*Here are some examples of bad service

My favorite is the person calling the help desk and the help desk agent says, can you please hold, while I answer another call???*Here are some examples of good service. We used some of these examples to develop our customer service magic. Give them the Pickle by Bob Farrell (Service, Attitude, Consistency, Teamwork) Make servering others your #1 priority. Fish Catch the energy and Release the Potential by Stephen Lundin (choose your attitude, play have fun, make their day, be present The Simple Truths of Service Johnny the bagger by Ken Blanchard Thoughts for the day by Johnny the bagger Secret Service by John Dijulius (Hair stylist appointment) recovery strategy Customers for Life by Carl Sewell - One of the most successful Cadiliac dealers in Texas. Repair Shop Delivering Knock Your Socks off Service by Ron Zemke Determine what the customer wants

*** I searched for over a year for The Book on Customer Service. I read over 20 books on the topic and I finally realized that there wasnt a silver bullet or magic fairy dust that would show the way to outstanding customer service. But instead, what I learned was that there were common themes that were represented by companies that excelled in this area. So I picked what I thought was the 5 most important themes.and along the way I will share insight from some of the various books that really cemented true magical customer service** Mens Warehouse example ($50 off) of a bad example George Zimmer Your Gonna Like the Way You Look I Guarantee IT.*********