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Winning Strategies for Customer Service & Programs 2009 1.

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Presentation on theme: "Winning Strategies for Customer Service & Programs 2009 1."— Presentation transcript:

1 Winning Strategies for Customer Service & Programs

2 OVERVIEW Fan Feedback Team Stats Special Teams Initiatives Team Merchandise Price Changes & Communication Drafting New Dealers PassKey Play-by-Play Scorecards

3 Fan Feedback 3 rd Annual Customer Satisfaction survey Overall Customer Satisfaction with Chief –8.54 on 10-pt scale (85.5% scored us as 8,9 or 10) Overall Likelihood to Refer Chief to friend in the business –8.84 on 10-pt scale (47.8% gave us a “10”) Rankings on Customer Service attributes –Courteous/friendly support8.91 –Speed of access to live support 8.68 –Responsiveness (sense of urgency) 8.66 –Seeking help from others when needed8.64 –Knowledgeable about the full line8.59 –Problem-solving skills

4 Fan Feedback 2009 Survey Findings – Action Items –Customers prefer as notification method but we need a more systematic method for communicating price changes –Dealers would be interested in using online ordering if we had the functionality

5 Fan Feedback 2008 Survey Findings – Action Items –Customers who had interaction with the Customer Service team had overall higher satisfaction with Chief as a whole than those who did not use Customer Service as a resource (89% vs. 63%) –Find ways for Customer Service to more proactively interact with dealers

6 Team Stats

7 Team Stats

8 Team Stats Chief – all queues, Raxxess, open 7 am to 7 pm Monday – Friday Sanus Dealer Support 8:30 am – 5 pm Sanus Consumer Hotline expanded its hours in November 2008 and is now open 8 am to 9 pm Mon-Friday; 10:30 am – 7 pm on Saturdays and Sundays 29 people to assist you and your customers

9 Special Teams Initiatives Referred to as “White Glove” Program Selected most experienced Customer Service people – familiar with gamut of services and tools available to dealers 4 phases New Dealers started Q4 last year and continues Small Dealers started Q2 of this year and is just hitting its stride

10 Special Teams Initiatives In Q3 – Dealers with Recurring Issues Needing Temporary Behind the Scenes Support In Q4 – Active Dealers not contacting Customer Service

11 Team Merchandise Price Changes & Communication Objectives of Pricing Communication –Give customer accurate and easy-to- understand pricing –Provide advance notice of price changes –Highlight only the items and prices that change –Provide various formats

12 Team Merchandise Price Changes & Communication Historically – All dealers received 3-Column Price Lists Received via Hard Copy once or twice yearly Different discount % for certain product categories Historically – All dealers received 3-Column Price Lists Received via Hard Copy once or twice yearly Different discount % for certain product categories Historically – All dealers received 3-Column Price Lists Received via Hard Copy once or twice yearly Different discount % for certain product categories Pros:Simple to execute; consistent handling among territories Cons: not helpful for dealers with special pricing; no information available for products added mid- year Historically – All dealers received 3-Column Price Lists Received via Hard Copy once or twice yearly Different discount % for certain product categories Pros:Simple to execute; consistent handling among territories Cons: not helpful for dealers with special pricing; no information available for products added mid- year

13 Team Merchandise Price Changes & Communication Historically – All dealers received 3-Column Price Lists Received via Hard Copy once or twice yearly Different discount % for certain product categories Historically – All dealers received 3-Column Price Lists Received via Hard Copy once or twice yearly Different discount % for certain product categories Most Recently (early 2009) – ed price lists sent to Sales Team members Sales team sent appropriate price list to their dealers Pros:Customers who received their pricing found it easy to understand Cons: Inconsistently executed among regions – many dealers did not receive the information; not clear what prices had changed Most Recently (early 2009) – ed price lists sent to Sales Team members Sales team sent appropriate price list to their dealers Pros:Customers who received their pricing found it easy to understand Cons: Inconsistently executed among regions – many dealers did not receive the information; not clear what prices had changed

14 Team Merchandise Price Changes & Communication New Process –Chief creates separate ing lists of customers for each pricing group (standard, 40% off, HES, etc). –Chief creates custom price lists for each pricing group Excel & PDF formats Complete price list Changes Only list – ings sent to all primary contacts for each Account

15 Team Merchandise Price Changes & Communication –Example of Changes Only Format

16 Team Merchandise Price Changes & Communication Considerations Customers with special pricing. If you are the primary contact for order confirmations Other????

17 Team Merchandise Price Changes & Communication Distribution DateEffective Date August 30 th October 1 st November 30 th January 1 st February 28 th April 1 st May 31 st July 1 st

18 Team Merchandise Price Changes & Communication If you have questions about process, changes to pricing or other program components, updates to customer address, or contact information – send that information to

19 Drafting New Dealers Revised process to increase sales team involvement –Lead comes in (Become a Dealer form on website) –Assigned in Salesforce.com to rep –Leads to be contacted within one business day –May set up as dealer or refer to a distributor Generally feedback has been positive Remember to use:

20 PassKey Play-by-Play For dealers functionality similar to previous system –Order Status & Tracking –Invoice Printing –Custom Pricing (recently released) For sales team functionality is improved – –Access to all assigned accounts through one login –Order Status & Tracking –Invoice Printing Remember to use:

21 PassKey Play-by-Play Customer Pricing Step 1: Find Product Step 2: Transfer Product Step 3: View Custom Pricing

22 PassKey Play-by-Play Online Ordering…coming soon (to be shown at CEDIA)

23 Score Cards/Sales Reports Appreciate everyone’s patience Currently available –Twice monthly sales reports broadcast via –Customer “zip” files out on S:\drive or FTP site for internal and external sales team members respectively Not currently available but requested –Invoice level details on FTP site

24 Score Cards/Sales Reports Available to Milestone Employees starting this afternoon Available to outside sales team members in late Q3 or early Q4 talhttp://sapprdep.chiefmfg.com:50000/irj/por tal

25 Score Cards/Sales Reports Still to come –Customer-level detail through the reporting portal –Invoice-level detail – date to be determined Questions regarding sales report content – miscoding of accounts, etc. continues to go to

26 Questions?


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