Customer Service– Deliver “Raving Fan” customer service to internal and external customers. Respond to customer inquiries timely and proactively communicate on follow up items. Create a culture of “Raving Fan” customer service within the Customer Service team. Work closely and communicate closely with counterparts in: Finance, Operations, and Sales. Counterparts are internal customers. Deliver them service as such. Overcommunicate and be proactive in our communications. We are here to solve problems. We don’t simply throw problems over the fence and lose track of our customer requirements. We are advocates for our customers and we take necessary steps to deliver our service level. Required Reading: Raving Fans: AR evolutionary Approach to Customer Service by Ken Blanchard. Team will deploy a practical application of the “Raving Fan” approach to our business.
People and Resources– Insure you have appropriate coverage and depth to provide Raving Fanservice throughout our extended operations. Managing Overtime and Attendance are critical. OT and Rework are the biggest profit killers in this industry. We need to eliminate both. Make sure the team is capable, and properly allocated to deliver our expected service levels. Enforce the blackout Calendar for vacations and time off requests. Certain times require all hands on deck. We can’t afford to have people off during critical times. Build a team of “finishers” no one wants to chase people around for follow up and follow through. Handle discipline, write ups, coaching, terminations, reviews, etc.
Billing – Insure billing is timely and accurate. Automate billing in the Billing Wizard in our WMS. If the structure is too complicated for the Billing Wizard, we must requite in a manner that will fit the automation capabilities of our systems. Standardize our invoicing structure. Insure that each CSR has the latest SOW and Rates associated with their accounts. Billing can’t be accurate without the proper information. We will be able to generate our own invoicing and insure timeliness and accuracy. We will generate in cycle “P&Ls” so we know where we stand at any given time.
Quality – Become an expert on our WMS system. Learn how to set up customers, SKUs, enter orders, generate pick tickets, set up billing, use templates, automate processes, build reports, etc. Master our system. Automate processes using our IT resources and drive customer integrations. Insure data entry completeness. This drives downstream visibility, metrics, and dashboards. Make sure the team has the tools to do their jobs without issue. Create and generate reports that show the: volumes, lines, units, quality, and revenue handled by the department .Insure the completeness and accuracy of: Customer Profiles, SOPs, and Work Instructions. Insure that the CS Team has documented, detailed, and current SOPs and Work Instructions for every customer. Customer Profiles include all information required to operate, bill, and support a particular customer: SOW, Contact List, SOW Email Confirmation, Rates, SOPs, and Work Instructions…
Financials – Eliminate OT and Rework. Optimize the staff level through automation and controls. Automate billing and insure the billing is accurate every time. We cannot leave money on the table because we haven’t done enough to capture our revenues. All customer interaction or customer driven activities shall have an associated billing. Transactions, Counts, Projects, Visits, etc. Everything we do costs us money. We should get paid for the service we provide. There are very few exceptions to this tenant. Know how your actions and your teams actions impact the P&L. Customer Service is the most highly compensated department, we expect the results to reflect that premium.
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