We all have "customers" - whether we call them clients, patients, guests, students, funders, volunteers, government officials, co-workers or board members. Any time a customer comes into contact with your organization, they form an impression which can influence future actions and decisions. Viewing your organization through "The Lens of the Customer" will give you practical tools to evaluate your organization from your customers' perspective. You will also learn how "Everything Speaks" and take away ideas for creating customer "Wows."

1. Customer Support Excellence Tools
“Everything Speaks"

2. Agenda
 Cummins Inc. Overview
 Customer Support Excellence (CSE)
 Everything Speaks
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3. Cummins Inc. – Who We Are
SALES / EARNINGS
In 2011, Cummins earned
$1.8 billion
on sales of
$18 billion
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4. Customer Support Excellence
Unleashing Excellence:
The Complete Guide to Ultimate
Customer Service
Dennis Snow and Teri Yanovitch

5. The Customer Experience
Processes
“Everything Speaks” “Lens of the Customer”
Environment Customer Delivery
“Set Customers and Employees
“Create a WOW”
up for success”
Processes
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6. Why CSE at Cummins?
 Meeting our business objectives:
– Be the first choice of customers
– Achieve financial targets
– Create a great place to work
 By delivering:
– High customer satisfaction rates
– Efficient and capable facilities and employees
– Effective and streamlined processes and service
delivery
– Satisfied stakeholders
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7. Why CSE at Cummins?
 View products and processes from the customers’
perspective
 Understand what needs improvement
 Prioritize projects
 Make measurable improvements
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8. Partnerships With Community Organizations
Cummins Benefit Partner Benefit
 Leverages employee  Provide a fresh look
skill sets  Improve customer
 Utilize standard experiences
business tool  Increase capacity and
 Move from reactive capability
to proactive  Identify volunteer and
– Identify volunteer and funding opportunities
funding opportunities
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9. CSE – “Everything Speaks”
 Every detail of a business’ environment says
something about the organization
 Customers:
– See
– Hear
– Touch
– Smell
– Taste

10. Who Are Your Customers?
 Clients
 Staff and Leadership
 Peers
 Funders
 Community
 Volunteers
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11. Everything Speaks
 If an organization can’t handle the small details, why
would a customer believe they are capable of handling
big, important details?
 What is your reaction when you encounter a situation?
 What does it tell you about the organization?
If you are used to seeing something, you quit seeing it.

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13. Everything Speaks Checklist
Physical environment
Processes and systems
Behavior and attitudes
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14.  What will be your customer’s reaction?
 How does this impact their impression of
your organization?
 What are the opportunities for
improvement?
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15. Entrance?
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16. Parking Lot
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17. Meeting rooms
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18. Learning Center
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19. Daycare
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20. Facilities
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21. Reception Area
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22. Food
Shelf
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23. Identifying improvements
• What are the needs?
• What resources are
needed?
• What expertise and
capacity do we have?
• Who else can help?
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24. Actions Back at Work
 Be an active observer
 Share observations with your team
 Implement improvements
 Repeat
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