2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer
description
Transcript of 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer
![Page 1: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/1.jpg)
Customer Support Excellence Tools
“Everything Speaks"
![Page 2: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/2.jpg)
2
Agenda
Cummins Inc. Overview Customer Support Excellence (CSE) Everything Speaks
04/10/2023
![Page 3: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/3.jpg)
3
Cummins Inc. – Who We AreSALES / EARNINGS
In 2011, Cummins earned
$1.8 billionon sales of
$18 billion
04/10/2023
![Page 4: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/4.jpg)
Unleashing Excellence: The Complete Guide to Ultimate Customer ServiceDennis Snow and Teri Yanovitch
Customer Support Excellence
![Page 5: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/5.jpg)
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”
![Page 6: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/6.jpg)
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
![Page 7: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/7.jpg)
Why CSE at Cummins?
View products and processes from the customers’ perspective
Understand what needs improvement Prioritize projects Make measurable improvements
04/10/20237
![Page 8: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/8.jpg)
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
![Page 9: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/9.jpg)
CSE – “Everything Speaks”
Every detail of a business’ environment says something about the organization
Customers:– See
– Hear
– Touch
– Smell
– Taste
![Page 10: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/10.jpg)
Who Are Your Customers?
Clients Staff and Leadership Peers Funders Community Volunteers
04/10/2023 Cummins Confidential10
![Page 11: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/11.jpg)
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.
![Page 12: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/12.jpg)
04/10/2023 Cummins Confidential12
![Page 13: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/13.jpg)
Everything Speaks Checklist
Cummins Confidential13
Physical environment Processes and systems Behavior and attitudes
![Page 14: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/14.jpg)
What will be your customer’s reaction?
How does this impact their impression of your organization?
What are the opportunities for improvement?
14
![Page 15: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/15.jpg)
15
Entrance?
![Page 16: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/16.jpg)
04/10/2023 Cummins Confidential16
Parking Lot
![Page 17: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/17.jpg)
Meeting rooms
04/10/2023 Cummins Confidential17
![Page 18: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/18.jpg)
04/10/2023 Cummins Confidential18
Learning Center
![Page 19: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/19.jpg)
Daycare
04/10/2023 Cummins Confidential19
![Page 20: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/20.jpg)
Facilities
04/10/2023 Cummins Confidential20
![Page 21: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/21.jpg)
Reception Area
04/10/2023 Cummins Confidential21
![Page 22: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/22.jpg)
04/10/2023 Cummins Confidential22
Food Shelf
![Page 23: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/23.jpg)
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?
![Page 24: 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer](https://reader033.fdocuments.net/reader033/viewer/2022061219/54b98a0a4a79593d0f8b461c/html5/thumbnails/24.jpg)
Actions Back at Work
Be an active observer Share observations with your team Implement improvements Repeat
Cummins Confidential24