Sunny helped resolve a customer issue where incorrect shipping codes led to container holds. She understood the customer's frustrations, took ownership of the problem, and implemented an onboarding process. This turned an upset customer into a satisfied one. As a result, the customer agreed to move all their carrier volume to CSHero and increase their shipments from 37 to 57 containers per month. The customer praised Sunny for her assistance and for teaching them her problem solving process.

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CS HERO
21 May 2015
Name: Sunny Yan
Title: SGH Essential team, Service agent
Cluster: East China Cluster
Background
The whole story begins with an incoming call from one upset customer RUSCON MOSKVA
OOO, claimed 2 offloaded shipments due to our incorrect discharge code on EIR
(Equipment Interchange Receipt) when customer arrange containers gate-in, which lead
to all containers hold by terminal due to discharge code mismatch.
What makes her a hero?
Sunny turned A dissatisfied customer into satisfied and becoming A more loyal
customer and our ambassador by proactively taking ownership of the problem and using
bridging skill to acquire volume growth
 Understand upset customer
Pacify customer by taking advantage of the CARE Pro skills such as focus on ensuring
both Service Agent and Customer moving to OK-OK corral and showing Empathetic and
understanding
 Taking ownership of customer’s problem
Approach sales owner to understand business nature and customer’s needs.Kept all
stakeholders Shipper/CNEE on the same page for the background of this case and CNEE
was very impressed of our professional information exchange, and highly appreciated
our honest and uprightness.
 Implement on boarding process
Customer had very limited operational experience with us. We start to include customer
into our new customer on boarding process by highlighting key operation points together
with on boarding handbook to ensure customer work with us more smoothly.
 Leverage from commercial consideration to acquire extra volume
Bridge from additional costs waiver (50% of total batch transfer +D&Ds due to our EIR
interface issue) to acquire extra volume growth. Customer agreed to move all other
carrier’s volume to us, which means around 100 FFE Pan-China in April, 40 FFE among
them will be exported from PRE region, almost double our volume share during EUR
slack season compare with their previous plan.

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CS HERO
What we achieved?
 Total 37 FFE among PRE region in April. May volume even increased to 57.5 FFE.
 Our Share of Wallet from this customer was increased to 100%.
What CARE PRO skill we use?
 Owning customer experience - Proactively C-T-C dialogue, Relationship
building with both local and destination customer, Ownership mindset.
 Understanding upset customer - Dealing with upset customer skills & OK
Corral model.
 Bridge skill - From the original cost waiver topic to a new appealing volume
growth topic, Sell a new solution that fits this new need.
 Be an advisor to customer - State customer’s potential improvement areas and
then create on boarding hyper care plan for resolving this issue with the
customer.
Voice from customer:
Sally Xu --- RUSCON MOSKVA OOO’s Shanghai local agent, Operation Dept.
We sincerely thank Sunny’s great help for her professional assistance, not only in the
problem solving. She shows great patience in listing to our concern, and help us deal
with CNEE for case explanation, which help us maintain the business with CNEE. What’s
more, she even taught us the whole process details and gave us the handbook. This
makes it really easy for us in daily job.
Anna Pereverzeva --- RUSCON’s contract owner, Russia cluster SAL Dept.
Thanks for your a commercial decision to support the customer’s loyalty. Because of the
crisis the volume dropped to around 70 containers, and their volume totally came back.
Now RUSCON MOSKVA OOO delivers 100% China bookings with ML, not only those ex
Shanghai. Thanks so much for your support to the customer, this do help us to increase
the cooperation with RUSCON, from China.