1. Since 1988

2. Who is CSI? Customer Service Intelligence, Inc. has dedicated over 20 years of service to provide you with the necessary tools to become a more profitable business simply by adding focus to your customers. CSI’s personalized phone follow-up and culture management programs track and measure your customer service levels so you can manage them effectively and efficiently. Our highly trained customer service reps capture your client’s entire experience with your dealership through third party objectivity, highlight the tangible parts in need of recognition, and return that info to you in a timely manner so you can respond quickly and accurately, keeping your clients happy and more importantly, wanting to do business with you for years to come. www.tellcsi.com 800-TELLCSI

3. - SAVE Sales- Increase NEW & REPEAT Sales - Maximize Efficiency- Decrease Expenses - Maximize Marketing Efforts & Effectiveness - Client’s Perception of Experience with your Dealership - Client’s Perception of Experience with your Employees - Customer Satisfaction- Employee Performance - Marketing Effectiveness- Suggestions/Complaints - Net Promoters Score- CSI Rating Score - Employee strengths and weaknesses - ALL opportunities to EXCEED customer’s expectations - Allocation of marketing dollar$ - Positive culture and work environment for employees and positive buying experience for Clients - Overall dealership performance, efficiency, & effectiveness CSI Culture Management Strategy Matrix

4. CSI Management Tool Box Since 1988

5. Daily Alerts You will receive two types of alerts in your e-mail on a daily basis: HOT Sheets WOWs www.tellcsi.com 800-TELLCSI

6. What is a HOT Sheet? Detailed information regarding any customer that has a complaint, problem and/or a question that requires immediate attention. You will receive Hot Sheets within 24 hours of CSR contact, which empowers you to promptly make effective resolutions, making customers feel important, and secure their loyalty to you. (Expect 10% of your customer contacts to be on a Hot Sheet and require your immediate attention) www.tellcsi.com 800-TELLCSI

7. CSI’s HOT Sheet -Appearing on the Customer Report Card To retain customers, concerns and complaints need to be satisfied quickly. You get detailed feedback in the customer's own words, along with the "Plan of Action" as requested by the customer.

8. CSI’s WOW -Appearing on the Customer Report Card Calls attention to special praise from your customers. Genuine positive reinforcement is essential for employee motivation and morale. Post it on the bulletin board for everyone to see!

9. Daily Reports- Daily reports are available online 24/7 in the Current Data section of your profile and are updated in real time. The 3 standard daily reports are: Customer Report Card Hot Sheet Status Report Non-Contact Report www.tellcsi.com 800-TELLCSI

10. Monthly Reports Generated at the beginning of each month for the previous month’s calls and sent to your e-mail. Once generated, monthly reports are available online 24/7 in the Monthly Reports section of your CSI profile. CSI produces a Management Report package containing valuable and pertinent information that addresses the CORE NEEDS of customer and client alike. Many companies establish incentive programs for certain departments or employee groups based on their overall CSI ratings, or ratings for specific questions. www.tellcsi.com 800-TELLCSI

11. Monthly Reports- WOW Report This is the ultimate: –Employee recognition tool! –Sales & Marketing department tool! –Supply for website testimonials! The WOW Report lists all of the WOW statements made by your customers for the month. Post in employee areas or print and hand out to employees on a rainy day to boost their morale!

12. Monthly Reports- Suggestion Summary This tool is powerfully proactive by targeting the areas in your organization that customers perceive as needing improvement. Customer complaints and suggestions are categorized in up to 12 different categories, while only having to ask 4-6 questions.

13. Monthly Reports- Multiple Choice Summary An extremely powerful tool that tracks vital statistics such as where your marketing dollars are best spent. We simply ask, “Who or what prompted you to contact XYZ Co?” You find out which forms of advertising are paying off and which are not! XYZ Company

14. Monthly Reports- CSI Ratings Profile If you don't measure it, you can't manage it. CSI Ratings and graphs provide the visual indicators to quickly spot the performance trends of your organization.

15. Monthly Reports- Net Promoter Reports Track how many of your customers are actively promoting your business and how many are detracting from it. “…Uncover root causes of differences and share best practices from your highest- scoring groups.” -Dr. Frederick F. Reichheld XYZ Company

16. Monthly Reports- Non-Contact Report This report summarizes the results of all calls made for the month. It also displays any customer we were unable to contact and gives the reason WHY we were unable to reach them. XYZ Company

17. THE BOTTOM LINE …Don’t view customers as simple transactions, but as LIFE-LONG customers, generating terrific word-of-mouth advertising and powerful referrals.  Every customer touch point is a gift of opportunity  Assure the stories your customers tell about those touch points are what you want to hear.  Referrals are earned by exceptional service.  Exceptional service produces life-long customers.  Life-long customers are your lifeline.  CSI is your apparatus for that lifeline. www.tellcsi.com 800-TELLCSI

18. Contacting CSI Our friendly staff is at your service, welcoming your questions, comments, and concerns. GENERAL OFFICE HOURS: M-F 9am-4pm CST TOLL FREE: 800.835.5274 EXT 209 LOCAL: 847.639.5700 FAX: 847.639.5788 DIRECTOR OF OFFICE FURNITURE DIVISION: Molly Murray WEBSITE: www.tellcsi.com ADDRESS: 271 Country Commons Suite C Cary, IL 60013