Name of presentation

							Since 1988
                  Who is CSI?
                  • Customer Service Intelligence, Inc. has dedicated
www.tellcsi.com     over 20 years of service to provide you with the
 800-TELLCSI        necessary tools to become a more profitable
                    business simply by adding focus to your customers.

                  • CSI’s personalized phone follow-up and culture
                    management programs track and measure your
                    customer service levels so you can manage them
                    effectively and efficiently.

                  • Our highly trained customer service reps capture
                    your client’s entire experience with your dealership
                    through third party objectivity, highlight the tangible
                    parts in need of recognition, and return that info to
                    you in a timely manner so you can respond quickly
                    and accurately, keeping your clients happy and
                    more importantly, wanting to do business with you
                    for years to come.
CSI Culture Management Strategy Matrix
         - SAVE Sales                - Increase NEW & REPEAT Sales
         - Maximize Efficiency       - Decrease Expenses
         - Maximize Marketing Efforts & Effectiveness


         - Client’s Perception of Experience with your Dealership
         - Client’s Perception of Experience with your Employees

         - Customer Satisfaction     - Employee Performance
         - Marketing Effectiveness - Suggestions/Complaints
         - Net Promoters Score       - CSI Rating Score

         - Employee strengths and weaknesses
         - ALL opportunities to EXCEED customer’s expectations
         - Allocation of marketing dollar$
         - Positive culture and work environment for employees and
         positive buying experience for Clients
         - Overall dealership performance, efficiency, & effectiveness
         Since 1988


CSI Management
    Tool Box
                  Daily Alerts
                  You will receive two types of alerts in your
                    e-mail on a daily basis:

                  • HOT Sheets
                  • WOWs




www.tellcsi.com
 800-TELLCSI
What is a HOT Sheet?

• Detailed information regarding any customer that
  has a complaint, problem and/or a question that
  requires immediate attention.

• You will receive Hot Sheets within 24 hours of CSR
  contact, which empowers you to promptly make
  effective resolutions, making customers feel
  important, and secure their loyalty to you.




 (Expect 10% of your customer contacts to be on
 a Hot Sheet and require your immediate attention)
                                                     www.tellcsi.com
                                                      800-TELLCSI
       CSI’s HOT Sheet -Appearing on the Customer Report Card


To retain customers,
concerns and
complaints need to be
satisfied quickly. You
get detailed feedback
in the customer's own
words, along with the
"Plan of Action" as
requested by the
customer.
        CSI’s WOW -Appearing on the Customer Report Card


Calls attention to special
praise from your
customers. Genuine
positive reinforcement is
essential for employee
motivation and morale.
Post it on the bulletin
board for everyone to
see!
                  Daily Reports-
                  Daily reports are available online 24/7 in
                   the Current Data section of your profile
                   and are updated in real time.

                  The 3 standard daily reports are:
                  • Customer Report Card
                  • Hot Sheet Status Report
                  • Non-Contact Report



www.tellcsi.com
 800-TELLCSI
                  Monthly Reports
                  Generated at the beginning of each month for the
                    previous month’s calls and sent to your e-mail.
                  Once generated, monthly reports are available
                    online 24/7 in the Monthly Reports section of
                    your CSI profile.

                  • CSI produces a Management Report package
                    containing valuable and pertinent information
                    that addresses the CORE NEEDS of customer
                    and client alike.

                  • Many companies establish incentive programs
                    for certain departments or employee groups
                    based on their overall CSI ratings, or ratings for
                    specific questions.
www.tellcsi.com
 800-TELLCSI
       Monthly Reports- WOW Report
• This is the ultimate:
    – Employee
      recognition tool!
    – Sales & Marketing
      department tool!
    – Supply for
      website
      testimonials!

• The WOW Report
  lists all of the WOW
  statements made by
  your customers for
  the month.
• Post in employee
  areas or print and
  hand out to
  employees on a
        rainy day to
        boost their
        morale!
        Monthly Reports- Suggestion Summary

• This tool is powerfully
  proactive by targeting
  the areas in your
  organization that
  customers perceive as
  needing improvement.
• Customer complaints
  and suggestions are
  categorized in up to 12
  different categories,
  while only having to
  ask 4-6 questions.
        Monthly Reports- Multiple Choice Summary

• An extremely powerful                XYZ Company


  tool that tracks vital
  statistics such as
  where your marketing
  dollars are best spent.
• We simply ask, “Who
  or what prompted you
  to contact XYZ Co?”
• You find out which
  forms of advertising are
  paying off and which
  are not!
         Monthly Reports- CSI Ratings Profile

• If you don't measure it, you can't manage it. CSI Ratings and graphs
  provide the visual indicators to quickly spot the performance trends of your
  organization.
         Monthly Reports- Net Promoter Reports

• Track how many of your                   XYZ Company


  customers are actively promoting
  your business and how many are
  detracting from it.

• “…Uncover root
  causes of                                      XYZ Company
  differences and
  share best
  practices from
  your highest-
  scoring groups.”
  -Dr. Frederick F. Reichheld
        Monthly Reports- Non-Contact Report

• This report
                                    XYZ Company
  summarizes the
  results of all calls
  made for the month.
• It also displays any
  customer we were
  unable to contact
  and gives the
  reason WHY we
  were unable to
  reach them.
THE BOTTOM LINE
 …Don’t view customers as simple transactions,
  but as LIFE-LONG customers, generating
  terrific word-of-mouth advertising and powerful
  referrals.

  Every customer touch point is a gift of opportunity
  Assure the stories your customers tell about those touch
   points are what you want to hear.
  Referrals are earned by exceptional service.
  Exceptional service produces life-long customers.
  Life-long customers are your lifeline.
  CSI is your apparatus for that lifeline.



                                                    www.tellcsi.com
                                                     800-TELLCSI
                    Contacting CSI
        Our friendly staff is at your service, welcoming your
                questions, comments, and concerns.


GENERAL OFFICE HOURS: M-F 9am-4pm CST
TOLL FREE: 800.835.5274 EXT 209
LOCAL: 847.639.5700
FAX: 847.639.5788
DIRECTOR OF OFFICE FURNITURE DIVISION: Molly Murray


WEBSITE: www.tellcsi.com
ADDRESS: 271 Country Commons Suite C Cary, IL 60013