1. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Fleet Excellence – Customer Service This webcast will cover... NPTC Benchmark Data Findings and Member Customer Service Best Practices, Industry Best Practices, The Orscheln Experience, and Question & Answer Moderator Dr. Gary Petty, President & CEO, NPTC Panelists Tom Moore, Vice President of Education, NPTC Tom Bray, Editor – Transportation Management, J. J. Keller & Associates, Inc. Erle Bergstrom, CTP, Transportation Manager, Orscheln Farm & Home LLC Attention Attendees: +Thank you for attending! +The presentation will start in a few minutes at 1:00 PM Central. +Please use your computer speakers to listen to the event. If you have audio issues, dial-in info is below. +You will be muted during the event. +Please use the Question feature to text questions to Q & A. Well try to answer them during the Q&A period if they are not covered in the presentation. +The slides and recording will be posted in 1-2 days at http://www.jjkeller.com/nptcinfo

2. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Dr. Gary Petty President & CEO National Private Truck Council

3. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Disclaimers and Housekeeping The content in this webcast is intended for information purposes only and should not be construed as providing legal advice. We welcome your specific questions but reserve the right to modify the questions to make them applicable to a general audience. Housekeeping issues: You will be muted during the event. Please use the Question feature to text questions to the Q&A Panelist. Well try to answer them during the Q&A period if they are not covered in the presentation. If you lose sound at any point, you can dial-in by phone using the number and Pass Code listed below. If you lose the program window and need to re-login be sure to enter a different e-mail address to avoid being denied access for multiple logins. Gary Petty National Private Truck Council

4. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Tom Moore, CTP Vice President of Education National Private Truck Council

5. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Why Do Companies Operate Private Fleets? Tom Moore National Private Truck Council

6. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Measuring Customer Service Tom Moore National Private Truck Council

7. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Identifying the Customer Tom Moore National Private Truck Council External End UsersRetailersWholesalers

8. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Identifying the Customer Tom Moore National Private Truck Council Internal Upper Management Drivers Fleet Managers Corporate Resources SalesOperations

9. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Differentiating Customers Focus on the right customers Bring more value Interact more effectively Customize treatment Tom Moore National Private Truck Council

10. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Defining Customer Service Attributes What really matters? Abilities The right product at the right location at the right time in the right condition and at the right price On-time Damage-free Emergency response Control Appearance Experience Other Abilities Reliability Dependability Affability Accessibility Opportunity for the private fleet to provide unique service that cannot be outsourced. Tom Moore National Private Truck Council

11. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Customer Service Migration Tom Moore National Private Truck Council

12. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Tom Moore National Private Truck Council Sample Survey Questions Samples survey questions: In your dealings with ABC Private Fleet, how would you rate your overall level of satisfaction? The process for getting your concerns resolved was: Relative to on-time delivery, how satisfied are you with the service? Relative to cargo damage and claims, how would your rate our performance? Relative to quality of service, how would you rate our performance? How would you rate your experience with our staff? How would you rate the price? How easy are we to do business with? The customer service representative was courteous, handled my call quickly and professionally. Provide balanced range of satisfaction levels to choose from; allow participant to add detail for low scores

13. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 If you measure it, it will improve. What could you measure? How fast could you get the results? Hiring standards Training protocols Communication What would that cost? What would it cost if you didnt improve it. Tom Moore National Private Truck Council

14. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Customer AttributeImportancePerformance Fill Rates Reliable/On Time Delivery Pricing Ease of Ordering Variety of Products Order Lead Times How Does It Look In the Real World Tom Moore National Private Truck Council

15. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 On-Board Technology Increases Tom Moore National Private Truck Council

16. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Building Blocks of Customer Service Scorecarding Hiring Training Customer Service Policies and Procedures Management Support Communication Tom Moore National Private Truck Council

17. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Tom Bray Editor, Transportation Management J. J. Keller & Associates, Inc.

18. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 The Customer is Always Right! You may be very successful doing business by carefully meeting the reasonable expectations of your customers, which include getting: the right product to the right place in the right condition at the right time at the right cost. But now you have to determine if you are doing all of that in the right way! Educate Drivers and CSRs on the Front of the House Business Tom Bray J. J. Keller & Associates, Inc.

19. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Think of Everyone as Your Customer! Build a relationship Get to know the customer Know your company /division Tom Bray J. J. Keller & Associates, Inc.

20. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Progressive Customer Service The Happy Customer One point of contact Be courteous at all times Thank the customer for continued business Provide consistent and reliable service The Unhappy Customer (keep smiling!) Respond to complaints immediately Show concern for the customer's unhappiness Try to help fix the problem Take measures to prevent a recurrence Tom Bray J. J. Keller & Associates, Inc.

21. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Progressive Customer Service The Angry Customer (handle with care!) Remain calm and courteous Show empathy Apologize even if the problem is not your fault Accept responsibility for helping to fix the problem Offer solutions Take part in implementing a solution Follow up on the success of the solution Educate the customer after the situation is resolved, if necessary Deliver bad news early and honestly Remember: Attitude is a Choice! Tom Bray J. J. Keller & Associates, Inc.

22. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 7 Mistakes of Customer Service 1.Assuming only the Customer Service Representative is responsible for customer service 2.Never saying you are sorry because thats an admission of fault 3.Over automating the customer service experience 4.Not obtaining sufficient information to book a load 5.Not listening to the customer 6.Taking on too much of the customers work 7.Getting confrontational with the customer Tom Bray J. J. Keller & Associates, Inc.

23. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 7 Tips for Customer Service Success 1.Benchmarking 2.Continuous scorecarding 3.Mystery caller program 4.Test your drivers in the field 5.Sensible automation 6.Build a profile of customer touchpoints 7.Assume that nobody cares about your problems Tom Bray J. J. Keller & Associates, Inc.

24. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Customer Service Chain The means through which customer service is delivered from the moment the customer comes in contact with your company to the time the job has been successfully completed. Example of the customer service chain: Customer calls to inquire about lead times and talks to receptionist Customer calls back to book load with CSR CSR conveys information to Trip Planner Trip planner communicates expected delivery time to CSR Trip planner works on scheduling with Dispatcher Dispatcher communicates load information to Driver Driver picks up, transports, delivers and unloads load in manner agreed to by CSR Customer confirms load as delivered meets requirements Customer is invoiced Tom Bray J. J. Keller & Associates, Inc.

25. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Driver Care Drivers arent mushrooms in the closet. Recognize and respond to their needs in the field because they are on the customer service frontlines. Sources of driver stress include: avoiding accidents and traffic delays ensuring safety of vehicle avoiding fatigue keeping equipment maintained on the road meeting pick-up and delivery schedules completing paperwork properly and on time passing inspections sustaining economic security for self and family meeting physical demands of the job getting home to spend time with family. Tom Bray J. J. Keller & Associates, Inc.

26. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Providing Good Service to the Driver Address drivers by name Get to know drivers, so when they visit the terminal they feel like a valuable part of the company Don't stick drivers away in cold, impersonal driver rooms as though they were second class citizens Be accessible and available to them Answer their questions in a timely manner Give them accurate, helpful information Be fair, consistent, and avoid preferential treatment Keep them informed about changes in the company Make them feel like the integral part of the team that they are, involved and appreciated. Give them reasons, not just orders Tom Bray J. J. Keller & Associates, Inc.

27. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 CSR/Driver Checklist: Phone Etiquette Dont use the phone while driving Answer the telephone promptly, identify yourself and get the caller's name and number early during the call Speak up so the caller can hear you and minimize noise Listen attentively, ask questions, take notes and don't interrupt Don't eat or drink while using the telephone Represent your company courteously and respectfully Limit touch points--transfer with care, use only if necessary Limit placing callers on hold--be considerate, use only if necessary Take messages with care-- proper spelling, pronunciation, verify phone number and time when caller can be reached Tom Bray J. J. Keller & Associates, Inc.

28. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Erle Bergstrom, CTP Transportation Manager Orscheln Home & Farm LLC

29. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Orscheln Farm & Home LLC Fleet Operations Fleet consists of : 54 Power Units of varied types (36 Leased OOs, 18 company-owned, 100% EOBR) and 200 53 Trailers 54 CDL Drivers Orscheln has 154 retail outlets located in 9 states (MO, IA, NE, KS, OK, AR, KY IL, IN) serviced from one Retail Support Center. Private Fleet transports 97% of RSC freight outbound to Orscheln Retail Stores, and 32% of inbound freight to RSC. Erle Bergstrom Orscheln Farm & Home LLC

30. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Orschelns Culture of Customer Service Customer service is embedded in Orscheln culture Hiring Training and Communication Performance and Performance Reviews Everyone is your customer and everyone is responsible for customer service One executive oversees warehouse and logisticsno pointing fingers when cargo is damaged, short, not on time, etc. Erle Bergstrom Orscheln Farm & Home LLC

31. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Orschelns Hiring Process Look for prior customer service experience Describe processes and ask what responsibilities they are willing to perform Inquire with previous employers Key Point: every prospective hire will tell you they put the customer first and customer service is a top priority it is your responsibility to validate those statements Erle Bergstrom Orscheln Farm & Home LLC

32. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Orschelns Training Conduct standardized customer service training using video and classroom training Trucks are a rolling billboardour customers are on the roadways with us and evaluating our drivers all of the time Procedural training covers all possible scenarios Materials handling (unloading truck with pallet jack, loading trailer, etc.) Cargo securement Store and dispatch communications Warehouse training Key Point: put driver in up and down stream personnels shoes to help them understand their impact on others. Erle Bergstrom Orscheln Farm & Home LLC

33. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Driver Checklist: Ways to Provide Good Customer Service Pick up and deliver to the right location Be on time, call ahead if a delay is inevitable and apologize for delays Be pleasant and courteous at all times, avoid confrontation and build a rapport with customers Handle every load with care Adhere to trucking industry regulations, follow company and client policies, and drive safely Offer your suggestions for improving customer service and be receptive to changes made to improve customer service Be mindful of your personal appearance, be professional and project a good image of your company Keep the vehicle clean and in good repair Be knowledgeable about your company Follow procedures for freight problems Erle Bergstrom Orscheln Farm & Home LLC

34. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Orschelns Cargo Management Procedures Getting the right stuff there at the right time requires proper cargo securement Make sure cargo is staged and placed in trailer in a manner that is conducive to unloading Pay special attention to cargo securement to ensure cargo will not shift and become damaged in transit Establish a trailer seal procedure that ensures two people are always signing off on removing and securing trailer seals If store stocking is required, make sure driver understands the customers needs Key Point: never cut corners on cargo security it impacts time to unload Erle Bergstrom Orscheln Farm & Home LLC

35. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Orschelns Communication Consistent delivery day Email dispatch log preceding day Online shipment tracking refreshed every 30 minutes Driver emails ETA before departure OBCs in 100% of power units – in process of developing capability to track equipment using GPS/OBC to project ETA en route and automatically email tracking notices to stores Call store if delay is possible Key Point: your customer has labor scheduling concerns that you need to be sensitive to and communication is key to maintaining their satisfaction Erle Bergstrom Orscheln Farm & Home LLC

36. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Orschelns Assessment Survey 10-12% of store managers each week Survey assesses Delivery timeearly arrival is just as bad as being late Equipment appearance Image Office personnel Survey results used in personnel performance evaluations Key Point: you must be committed to acting on survey findingsgood or bad Erle Bergstrom Orscheln Farm & Home LLC

37. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Question & Answer Please submit questions to Q&A using the Q&A tool Gary Petty National Private Truck Council Tom Moore National Private Truck Council Tom Bray J. J. Keller & Associates, Inc. Erle Bergstrom Orscheln Farm & Home LLC

38. Dial-in: 1-888-824-5783, Pass Code: 75154299#; Tech Support: 1-888-259-8414, Webinar ID: 114299683 Closing Remarks Checkout the archive of past topics at: http://www.jjkeller.com/nptcinfo http://www.jjkeller.com/nptcinfo PowerPoint slides up in 1-2 days Recording up in 1 week Topics for 2010: October 20 – Fleet Excellence – Driver Recruiting & Retention Gary Petty National Private Truck Council