2012 skills based summit - cummins, customer support excellence: through the lens of the customer
DESCRIPTION
We all have "customers" - whether we call them clients, patients, guests, students, funders, volunteers, government officials, co-workers or board members. Any time a customer comes into contact with your organization, they form an impression which can influence future actions and decisions. Viewing your organization through "The Lens of the Customer" will give you practical tools to evaluate your organization from your customers' perspective. You will also learn how "Everything Speaks" and take away ideas for creating customer "Wows."TRANSCRIPT
Customer Support Excellence Tools
“Everything Speaks"
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Agenda
Cummins Inc. Overview Customer Support Excellence (CSE) Everything Speaks
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Cummins Inc. – Who We AreSALES / EARNINGS
In 2011, Cummins earned
$1.8 billionon sales of
$18 billion
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Unleashing Excellence: The Complete Guide to Ultimate Customer ServiceDennis Snow and Teri Yanovitch
Customer Support Excellence
The Customer Experience
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Environment Delivery
Processes
Processes
Customer
“Everything Speaks” “Lens of the Customer”
“Create a WOW”“Set Customers and Employees
up for success”
Why CSE at Cummins?
Meeting our business objectives:
– Be the first choice of customers
– Achieve financial targets
– Create a great place to work
By delivering:
– High customer satisfaction rates
– Efficient and capable facilities and employees
– Effective and streamlined processes and service delivery
– Satisfied stakeholders
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Why CSE at Cummins?
View products and processes from the customers’ perspective
Understand what needs improvement Prioritize projects Make measurable improvements
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Partnerships With Community Organizations
Cummins Benefit Leverages employee
skill sets Utilize standard
business tool Move from reactive
to proactive– Identify volunteer and
funding opportunities
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Partner Benefit Provide a fresh look Improve customer
experiences Increase capacity and
capability Identify volunteer and
funding opportunities
CSE – “Everything Speaks”
Every detail of a business’ environment says something about the organization
Customers:– See
– Hear
– Touch
– Smell
– Taste
Who Are Your Customers?
Clients Staff and Leadership Peers Funders Community Volunteers
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Everything Speaks
If an organization can’t handle the small details, why would a customer believe they are capable of handling big, important details?
What is your reaction when you encounter a situation?
What does it tell you about the organization?
If you are used to seeing something, you quit seeing it.
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Everything Speaks Checklist
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Physical environment Processes and systems Behavior and attitudes
What will be your customer’s reaction?
How does this impact their impression of your organization?
What are the opportunities for improvement?
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Entrance?
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Parking Lot
Meeting rooms
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Learning Center
Daycare
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Facilities
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Reception Area
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Food Shelf
Identifying improvements
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• What are the needs?
• What resources are needed?
• What expertise and capacity do we have?
• Who else can help?
Actions Back at Work
Be an active observer Share observations with your team Implement improvements Repeat
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