dCR Solutions Tailored Services

1. Customer Service Excellence Seminary DCR Solutions, October 2009

2. Page 2 dCR Solutions A Costa Rican based company that was founded in June 2006 with the goal to enhance and promote the most important resource of any company, its people. With the proper key elements, customer care people will be able to reach a higher quality service bringing customer satisfaction to the next level.

3. Page 3 Our Services Our Customer Service Excellence Seminary is targeted to improve the effectiveness of the company’s workforce by applying innovative solutions that are customized to fit your needs. Besides customer service seminars, we also provide consulting services to industries such as: Call Centers Hotels Restaurants Universities

4. Page 4 Our Customers Customers care about results, so that is why we adopt our customer’s goals as our own, and evaluate the impact of our services on the people. Some of the customers we are currently working with are: Instituto Nacional de Aprendizaje (INA) Implementation of training model in the Call Center Program for English Teachers. Hotel y Club Punta Leona Customer Service Seminary for direct contact employees. Comercializadora Tecnosaji del Este Implementation of market differentiation strategy for computer wholesaler.

5. Page 5 Customer Service Excellence Seminary The seminary is made up of 3 parts: Root Cause Analysis: Gather key information from management to define expectations and the seminary goals. Seminary: Implement and motivate through new concepts, employee roles, and participation on workshops. Follow-up: Determine the impact of the Seminary on people’s performance and provide feedback to management.

6. Page 6 Seminary Objectives Empower employees to take the extra step to improve the quality of their service. Increase employee commitment with their roles and responsibilities Develop a simple clear view of the company’s goal, so that all the efforts head together in the right direction. Increase employee motivation and vision Maintain sustainability

7. Page 7 Let's get started with phase 1 Define type of: Customers (location, approximate income, etc.) Weaknesses (service team) Strengths (service team) Current service strategy Academic degree of representatives Common mistakes made by representatives Client objectives and expectations of the seminary