2012 skills based summit - cummins, customer support excellence: through the lens of the customer

Customer Support Excellence Tools

“Everything Speaks"

2

Agenda

Cummins Inc. Overview Customer Support Excellence (CSE) Everything Speaks

04/10/2023

3

Cummins Inc. – Who We AreSALES / EARNINGS

In 2011, Cummins earned

$1.8 billionon sales of

$18 billion

04/10/2023

Unleashing Excellence: The Complete Guide to Ultimate Customer ServiceDennis Snow and Teri Yanovitch

Customer Support Excellence

The Customer Experience

04/10/20235

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

04/10/2023 Cummins Confidential6

Why CSE at Cummins?

View products and processes from the customers’ perspective

Understand what needs improvement Prioritize projects Make measurable improvements

04/10/20237

Partnerships With Community Organizations

Cummins Benefit Leverages employee

skill sets Utilize standard

business tool Move from reactive

to proactive– Identify volunteer and

funding opportunities

04/10/2023 Cummins Confidential8

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

04/10/2023 Cummins Confidential10

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.

04/10/2023 Cummins Confidential12

Everything Speaks Checklist

Cummins Confidential13

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?

14

15

Entrance?

04/10/2023 Cummins Confidential16

Parking Lot

Meeting rooms

04/10/2023 Cummins Confidential17

04/10/2023 Cummins Confidential18

Learning Center

Daycare

04/10/2023 Cummins Confidential19

Facilities

04/10/2023 Cummins Confidential20

Reception Area

04/10/2023 Cummins Confidential21

04/10/2023 Cummins Confidential22

Food Shelf

Identifying improvements

04/10/2023 Cummins Confidential23

• 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

Cummins Confidential24