Transcript Sample Presentation Title Goes Here

Customer Service Magic
Woodie Perkins
Batesville Casket Company
Agenda
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Who We Are
Our Desk-Side Business Problem
Our Desk-Side Vision
The Year Long Journey
Were We Successful?
What is Next?
Question/Answers
Who We Are
• Largest casket manufacturer in the US
• Award winning casket and urn manufacturing facilities
• Batesville, IN – metal & urns
• Manchester, TN – metal
• Mexico City, MX - metal
• Vicksburg, MS – wood processing
• Batesville, MS – wood
• Chihuahua, MX – veneer
• 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
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 associates from getting their jobs done
The Business Problem (continued)
• Contributing Factors:
• Remote management - providing no discipline, accountability,
guidance or vision to the team
• Yearly performance reviews were rarely given
• Relaxed monthly measurements were scrubbed to meet the
service providers standards not business standards
• The team was not allowed to work on any issues without having a
ticket to do so
• SLA turn-around was too relaxed and unacceptable by Batesville
Casket standards
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Lack of pride and ownership in their work
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No process improvement mentality
So…Desk-side support was in-sourced in June 2006
We Know Bad Service When We See It
Customer Service Magic
We Know Good Service When We See It
• The Pickle – Give ‘em a pickle
• The Fish Story - Tough Job, but people have fun
Customer Service Magic
• Johnny the Bagger - Make a persons day
• Secret Service – John Roberts Spa – Great processes for 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
The Deskside Vision
Become a customer centric organization. Provide a new and
improved focus on Customer Service.
• Drive value for all business partners
Customer Service Magic
• Make desk-side support a great place to work
• 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
Hillenbrand Industries associates
• Utilized the Deming Cycle for process improvement to turn the
vision into reality
Action Plan – Year Long Journey
• The 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 weren’t easy and even seemed unattainable
at first but you’ll never achieve great things if you don’t strive for
challenging goals
• We utilized Deming's PDCA cycle to reengineer processes that
were an impediment from reaching our vision
• We 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:
1. Great Execution - Shock and Awe
2. Develop Customer Service Delivery Systems and Processes
3. Create A Passionate Customer Service Organization
4. Continuous Improvement
5. Measure
There 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 Awe
• Determine what the customer wants and give it to them
• Under-promise and over-deliver in a consistent manner
• Make it easy for the customer to do business with us
• Create a noticeable difference between the old and new deskside support on Day 1 for our customers.
• Rapidly respond to issues and over communicate with the
customer
Step 2. Develop Service 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 issues fall through
the cracks
• Develop proactive recovery strategies
• Don’t 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 Organization
• Customer service training via books and video
• When a customer asks, the answer is always YES!
• Discussions and meetings with our associates on the soft issues:
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Expressing the idea that true customer service must come from
the heart because you care about your business partner’s
needs
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Making a difference in someone’s day has a great impact
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The 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
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
Step 4. Continuous Improvement
• Often pleased, seldom satisfied!
• Ran “Kaizan” sessions to improve service offerings
• “Spare 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 more
• Warm-Transfer to a desk-side technician instead of waiting for a
return call
• 7X24X365 Deskside Support instead of 8 to 5,
Monday - Friday support
• Expert 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.
• Technician’s 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. 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.
• A metrics board is updated weekly 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. Measure (continued)
Were We Successful?
You judge from the unsolicited remarks from our customers…
“Phenomenal”
“Professionalism”
“Delivered as Promised”
“Your Prompt Attention is Greatly Appreciated”
“She is Truly an Asset To Your Department”
“Thank You!, A Happy Internal Customer”
“Consummate
Professional”
“Wonderful Service”
“Fantastic Job”
“Thank You”
“Wonderful Service”
“Thanks For All Your Help!” “Very Pleased”
“You Were Great!”
“Blown Away” “I Appreciate Your Responsiveness”
“I am immensely appreciative of there customer service courtesy and professionalism”
“EXTREMELY Helpful”
“Very Cheerful”
“Sincere Appreciation”
“This is Perfect!! WOW!!”
“Pat On The Back”
“Patient and Positive”
“You Are The Best!”
“Much Smoother”
“Excellent Customer Service”
“A Super Team Effort”
“I Was Blown Away…”
“You Never Fail to Respond”
“WOW Service”
“Phenomenal Job”
“Your customer service and follow-up were exceptional”
“Tremendous Help”
“Keep Up The Great Work!”
“Far Exceeded My Expectations”
“Awesome Service!!!”
“Fantastic Job”
“GREAT Help”
What Is Next
• Insourced the Service Desk (Help Desk) on June 17, 2008
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Very successful
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Improved service levels while reducing overall cost
• Insourcing Intel support on December 1, 2008
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Includes Intel, Citrix, Active Directory, VMware support
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Reduce overall cost
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Increased service level
• Developing a three year IT Infrastructure roadmap
Questions