Customer Support Excellence Tools“Everything Speaks"
Agenda     Cummins Inc. Overview     Customer Support Excellence (CSE)     Everything Speaks2     10/15/2012
Cummins Inc. – Who We Are                         SALES / EARNINGS                         In 2011, Cummins earned        ...
Customer Support ExcellenceUnleashing Excellence:The Complete Guide to UltimateCustomer ServiceDennis Snow and Teri Yanovi...
The Customer Experience                               Processes    “Everything Speaks”                    “Lens of the Cus...
Why CSE at Cummins? Meeting our business objectives:    – Be the first choice of customers    – Achieve financial targets...
Why CSE at Cummins?     View products and processes from the customers’      perspective     Understand what needs impro...
Partnerships With Community Organizations    Cummins Benefit                       Partner Benefit     Leverages employee...
CSE – “Everything Speaks” Every detail of a business’ environment says  something about the organization Customers:  – S...
Who Are Your Customers?      Clients      Staff and Leadership      Peers      Funders      Community      Volunteer...
Everything Speaks If an organization can’t handle the small details, why  would a customer believe they are capable of ha...
12   10/15/2012   Cummins Confidential
Everything Speaks Checklist     Physical environment     Processes and systems     Behavior and attitudes13            ...
 What will be your customer’s reaction?      How does this impact their impression of       your organization?      Wha...
Entrance?15
Parking Lot16   10/15/2012   Cummins Confidential
Meeting rooms17   10/15/2012   Cummins Confidential
Learning Center18   10/15/2012   Cummins Confidential
Daycare19   10/15/2012   Cummins Confidential
Facilities20   10/15/2012   Cummins Confidential
Reception Area21   10/15/2012   Cummins Confidential
Food                                         Shelf22   10/15/2012   Cummins Confidential
Identifying improvements     • What are the needs?     • What resources are       needed?     • What expertise and       c...
Actions Back at Work      Be an active observer      Share observations with your team      Implement improvements     ...
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2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer

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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."

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  • In the Through the lens of the customer work that we will discus today, this model is used to define the basic concepts of a) looking through the lens of the customer, b) everything speaks, and c) creating a wow for the customer.(click) This model supports the overall CSE goal of creating profitable customer loyalty, beginning with the customer at the center. By looking at all of our work from the customer’s viewpoint, we better understand where to make improvements.(click) Everything Speaks helps everyone understand that the physical environment says a lot to customers about how much we care about them. (click) Creating a wow establishes the expectation on how we deliver support to our customers, and,(click) we set customers and employees up for success by systematically improving customer-facing processes. A key focus for many of the CSE projects, and all of the cross-BU initiatives aims to improve customer-facing processes, while the Through The Lens of the Customer project broadly aims to create the right environment by focusing on ten key leadership actions.
  • Cummins Support Excellence at Cummins
  • The center has several class areas that are multi-use. They can be used for seniors activities , GED activities, summer programs, after-school high school activities and rented out to various community activities like AA and Al-Anon.What are the opportunities?Do the rooms meet the needs of all users?Are there enough materials available for learning and social activities?Is there adequate storage space available?What are the volunteer opportunities?Working with children, seniors?Is there additional training that can be made available to the staff?Does the organization have a recycling program?
  • Deck (Handicap accessible) Children’s outdoor area.What are the opportunities?Condition of facility and structuresAre there enough toys for all students?Are they the right size and age for the students?Are they in good condition?
  • Kitchen area, storage for art/ craft supplies.What are the opportunities?Based on the number of meals and snacks prepared each day are the facilities adequate?What is the condition of the equipment?What is needed to increase the capacity of the limited space?Where are food items stored?Does the limited space prevent them from buying in bulk and getting a better rate on supplies?Would an energy audit be beneficial?
  • Welcome to the center. This is the reception area and main office. What are the Opportunities?When visitors arrive, how do they know where to go? What is needed?What is the intake process for new visitors and returning clients? Can this process be improved?Is the space welcoming and inviting?Do the receptionist and staff have what they need to easily meet the needs of visitors and clients?When do funders and volunteers start seeing information about the organization?
  • After the SWOT is generated. Put another column up, “What areas do these programs fall into?” Do we support these areas?“What will it take to get help with these issues?”…i.e. People, Money, Marketing, HR, Law, other community partners, etc. Talk about potential grants/ CDG, Environmental, Incubator, etc.
  • 2012 Skills Based Summit - Cummins, Customer Support Excellence: Through the Lens of the Customer

    1. 1. Customer Support Excellence Tools“Everything Speaks"
    2. 2. Agenda  Cummins Inc. Overview  Customer Support Excellence (CSE)  Everything Speaks2 10/15/2012
    3. 3. Cummins Inc. – Who We Are SALES / EARNINGS In 2011, Cummins earned $1.8 billion on sales of $18 billion3 10/15/2012
    4. 4. Customer Support ExcellenceUnleashing Excellence:The Complete Guide to UltimateCustomer ServiceDennis Snow and Teri Yanovitch
    5. 5. The Customer Experience Processes “Everything Speaks” “Lens of the Customer” Environment Customer Delivery“Set Customers and Employees “Create a WOW” up for success” Processes5 10/15/2012
    6. 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 stakeholders6 10/15/2012 Cummins Confidential
    7. 7. Why CSE at Cummins?  View products and processes from the customers’ perspective  Understand what needs improvement  Prioritize projects  Make measurable improvements7 10/15/2012
    8. 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 opportunities8 10/15/2012 Cummins Confidential
    9. 9. CSE – “Everything Speaks” Every detail of a business’ environment says something about the organization Customers: – See – Hear – Touch – Smell – Taste
    10. 10. Who Are Your Customers?  Clients  Staff and Leadership  Peers  Funders  Community  Volunteers10 10/15/2012 Cummins Confidential
    11. 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.
    12. 12. 12 10/15/2012 Cummins Confidential
    13. 13. Everything Speaks Checklist Physical environment Processes and systems Behavior and attitudes13 Cummins Confidential
    14. 14.  What will be your customer’s reaction?  How does this impact their impression of your organization?  What are the opportunities for improvement?14
    15. 15. Entrance?15
    16. 16. Parking Lot16 10/15/2012 Cummins Confidential
    17. 17. Meeting rooms17 10/15/2012 Cummins Confidential
    18. 18. Learning Center18 10/15/2012 Cummins Confidential
    19. 19. Daycare19 10/15/2012 Cummins Confidential
    20. 20. Facilities20 10/15/2012 Cummins Confidential
    21. 21. Reception Area21 10/15/2012 Cummins Confidential
    22. 22. Food Shelf22 10/15/2012 Cummins Confidential
    23. 23. Identifying improvements • What are the needs? • What resources are needed? • What expertise and capacity do we have? • Who else can help?23 10/15/2012 Cummins Confidential
    24. 24. Actions Back at Work  Be an active observer  Share observations with your team  Implement improvements  Repeat24 Cummins Confidential

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