1. PROACTIVE CUSTOMER SERVICE
“T A K I N G Y OU R OR GA N I Z A T I ON T O T H E
B E N C H M A R K LE V E L”
WTS AGENCIES Inc

2. What is Proactive Customer Service?
Vision
“Provide service that delights customers
as well as generates extra revenue and
relationship “hooks” with new and existing
customers”
WTS AGENCIES Inc

3. Characteristics of Proactive Customer Service
o O n e S t o p S h o p p in g f o r C u s t o m e r s
g C u s t o m e r D e lig h t
g A t t e n t io n t o t h e D e t a ils
M u lt i-F u n c t io n a l S e r v ic e S t a f f
A s k f o r E x t r a S e r v ic e s - U p - s e llin g
r F o llo w u p S a t is f a c t io n
a E xtre me E mp o w e rme nt
e A c c o u n t a b ilit y a n d R e s p o n s ib ilit y
n P r o b le m s a r e O p p o r t u n it ie s
o S t a f f S a t is f a c t io n a n d D e v e lo p m e n t
WTS AGENCIES Inc

4. Creating and Enhancing those “Moments of Truth”
CUSTOMER STRATEGIC
FEEDBACK FRAMEWORK
• Mission/Vision
• Surveys
• Organizational
• Satisfaction Calls
Behaviors
• Sales Calls • Strategic Initiatives
(Delight)
LOYALTY
CUSTOMER
SERVICE
SKILLS
Training Testing
WTS AGENCIES Inc
Evaluation & Improvement

5. Strategic Framework
 M i s s i o n /V i s i o n - D o e s y o u r o r g a n i z a t i o n
h a v e a m is s io n a n d v is io n f o r it s c u r r e n t
b u s in e s s a n d it s f u t u r e ? H a s y o u r
o r g a n iz a t io n c le a r ly d e f in e d w h a t it
d o e s ? D o e s yo u r s ta ff u n d e r s ta n d
t h e s e ? D o a ll w o r k p r o c e s s e s a n d
p ro c e d u re s , c o m p a n y p e rfo rm a n c e
m e a s u r e s a lig n t o t h e o r g a n iz a t io n a l
m is s io n a n d v is io n ?
 O r g a n iz a t io n a l B e h a v io r s - H a s y o u r
c o m p a n y d e f in e d t h e b e h a v io r s it
d e s ir e s t h r o u g h o u t t h e o r g a n iz a t io n ?
H o w d o e s y o u r o r g a n iz a t io n p r o m o t e
a n d e n c o u r a g e t h o s e b e h a v io r s ?

6. Customer Feedback
 S u r v e y s - G iv e y o u r c u s t o m e r s t h e
o p p o r t u n it y t o g iv e y o u f e e d b a c k
 S a le s C a lls - E n s u r e e a c h s a le s c a ll a s k s
t h e q u e s t io n s “ H o w is o u r s e r v ic e ? ”
“ H o w c a n w e im p r o v e ? ”
 S a t is f a c t io n C a lls - F o llo w u p o n o r d e r s
a n d is s u e s t o e n s u r e c o m p le t e c lo s u r e
 R e v e n u e a n d P e r f o r m a n c e - R e v ie w
c o m p a n y p e r f o r m a n c e t o s p o t p o s s ib le
s a t is f a c t io n is s u e s

7. Customer Service Skills
How do you know what skills are needed?
 Define and understand what Quality Service is
 Define your customers. (Internal and External..every position
has at least one of each)
 Define what your Internal and External customers
requirements are
 Define the skills and processes needed to achieve those
requirements
 Measure your performance - If you cannot measure it, you
cannot manage it, period!

8. Customer Service - The Next Level
T h is m u lt i-le v e l a p p r o a c h is b a s e d
o n 3 s u c c e s s fa c to rs :
 C r e a t e a s t r a t e g ic f r a m e w o r k t h a t
a lig n s t h e e n t ir e o r g a n iz a t io n in a
c u s t o m e r f o c u s e d d ir e c t io n w h ile
p r o v id in g a s t r u c t u r e d p r o c e s s f o r
p r o d u c t iv e c h a n g e .
 S e t u p a c u s to m e r fe e d b a c k p ro g ra m
t o a s s e s s t h e o r g a n iz a t io n ' s
e f f e c t iv e n e s s in m e e t in g t h e n e e d s o f
it s c u s t o m e r s .
 C r e a t e a d eWTSe GENCIES Inc e n t p r o g r a m t h a t
v A lo p m
t r a in s c u s t o m e r s e r v ic e s k ills f o r a ll

9. Creating a Strategic Framework
1. Defined your business
– What are your core competencies?
– Who are your customers and what are their most critical
requirements?
– What are your most critical work processes and what are the
critical performance measures needed to manage those
requirements
2. Radical improvement - Defining and Aligning your organization
– simplify, combine, eliminate, automate
– create new cross-boundary tasks
3. Technology -
– Take advantage of appropriate technology to support new ways
of doing business and measuring performance
4. COMMUNICATE, COMMUNICATE, COMMUNICATE!

10. Obtaining Satisfaction Feedback
 T h e k e y is t o a s k ! D o n o t b e a f r a id t o
a s k in t e r n a l a n d e x t e r n a l c u s t o m e r s
h o w t h e y f e e l y o u c a n im p r o v e
 C r e a t e d if f e r e n t c o m m u n ic a t io n t o o ls
f o r a ll c u s t o m e r s
 D e v e lo p a p r o c e s s t o o b t a in in g t h e
in f o r m a t io n , r e p o r t in g it , p r e s e n t in g t o
t h o s e w h o a r e a c c o u n t a b le a n d
e n s u r e p r o p e r a c t io n is t a k e n
 R e p o r t t h e in f o r m a t io n g a t h e r e d t o
t h o s e w h o g a v e it t o s h o w y o u r
c o m m it m e n t t o t h e ir s a t is f a c t io n
 In c lu d e a n a n a ly s is o f w h a t y o u
c o n c lu d e d a n d t h e a c t io n p la n

11. Customer Service Skills Training
 E v e r y o n e in y o u r o r g a n iz a t io n h a s
c u s t o m e r s s o , p r o v id e o r ie n t a t io n
t r a in in g t o a ll s t a f f
 E n s u r e t r a in in g a d d r e s s e s t h e
m in im u m r e q u ir e m e n t s o f s k ills f o r a ll
e m p lo y e e s
 C r e a t e a t o t a l c u s t o m e r s e r v ic e
c u lt u r e
 S t r e s s t h e im p o r t a n c e o f IN T E R N A L
C u s t o m e r s a t is f a c t io n , n o t ju s t
e x t e r n a l c u s t o m e r s a t is f a c t io n
 S e t a s id e t im e a n d b u d g e t e x p e n s e t o
t r a in e a c h y e a r . L o y a lt y is n o t
s o m e t h in g t h a t s t a y s w h e n r e v e n u e is

12. Orientation Training - Starting Point
QUALITY SERVICE SKILLS
(All Staff)
ropos e d
Approa c h
MASTERY TESTING
A ll S t a f f (Demonstration and Ongoing Knowledge of Skill Requirements)
QUALITY SERVICE SKILLS COACHING
(Team Leaders, Managers, Leadership)
MASTERYInc
WTS AGENCIES TESTING
(Demonstration and Ongoing Knowledge of Skill Requirements)

13. S E R V IC E
L E A D E R S H IP S K IL L S
P R O V ID E R
 Listening
 Questioning
 Building Rapport
 Upselling

Daily
Offering Service
Coaching
Skills  Consistency
 Continuity
 Follow Through
 Trust
 Commitment
IN S ID E S E R V IC E
P R O V ID E R
WTS AGENCIES Inc

14. Post Orientation Training
Service Staff - ACHIEVING
EXTRAORDINARY
SERVICE
OPPORTUNITIES
Program D CUSTOMER RELATIONS
(Post Orientation)
Inside Service Staff - INSIDE
SERVICE
Program C
(Post Orientation)
ACHIEVING MOTIVATING FOR
Management -
KEEPING THE
EXTRAORDINARY EXTRAORDINARY
SKILLS ALIVE
CUSTOMER RELATIONS SERVICE
Program B (Fully Competent or Value Added)
Leadership - MANAGING
EXTRAORDINARY
Program A WTS AGENCIES Inc
SERVICE
(Based on Need)

15. Managing Customer Experiences
L E A D E R S H IP MANAGEMENT S E R V IC E C U S TO M E R S
P R O V ID E R
Program
D
Program Program
A B
IN S ID E
S E R V IC E
S E R V IC E
Program
V IS IO N & C O A C H IN G
L E A D E R S H IP P R O V ID E R S C
S K IL L S
WTS AGENCIES Inc

16. How do you get started?
 D e t e r m in e y o u r c u s t o m e r s
r e q u ir e m e n t s f o r s e r v ic e s t a n d a r d s
a n d q u a lit y o f s e r v ic e - W h a t a r e t h e
V it a l F e w it e m s t o y o u r c u s t o m e r s ’
s a t is f a c t io n a n d lo n g t e r m r e la t io n s h ip
 D e v e lo p a n d Im p le m e n t O r g a n iz a t io n a l
V is io n a n d M is s io n - S h o u ld b e b a s e d
o n t h e d a t a g a t h e r e d in s t e p 1
 A s s e s s t h e o r g a n iz a t io n - A g a in s t t h e
C u s t o m e r s R e q u ir e m e n t s a n d t h e
o r g a n iz a t io n s v is io n a n d m is s io n
 D e v e lo p a r e a s o f s ig n if ic a n t g a p -
P r io r it iz e b a s e d o n w h a t is c r it ic a l t o
y o u r c u s t o m e AGENCIES Inc
WTS
rs .
 D e v e lo p a n a c t io n p la n t o a d d r e s s

17. Who can help?
 W T S A g e n c i e s h a s o v e r 15 y e a r s o f
e x p e r ie n c e in t r a in in g , s t a f f in g a n d
q u a lit y s e r v ic e d e v e lo p m e n t
 W T S A g e n c ie s is t h e t o p o u t s o u r c in g
p a r t n e r o f t h e s h ip p in g a n d
t r a n s p o r t a t io n in d u s t r y
 W T S A g e n c ie s h a s c o n s u lt a n t
s e r v ic e s , t r a in in g a n d s t a f f in g