Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care  Overview qw

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care Overview, Improvement, and Processes John Denney

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care Commitment EmpowerWe Empower the Voice of the Customer DriveWe Drive Communication and Continuous Improvement AccountableWe are Accountable for Customer Satisfaction

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care Direction Improve Caller Experience –Reduce Caller Wait –Improve Quality of Service –Instill Customer Care Core Behaviors Focus on Order Processes –New orders: Focus on fulfillment –Aftermarket Orders: Fill and Strengthen the pipeline –RMA’s: Provide Consistency and Automation

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care Direction Provide Partners with Tools –Revitalize Documentation –Provide Access to Necessary Parts Information –Begin Training Programs Better Mange Business Partnerships –Facilitate Timely Payment for Services –Strengthen Partner to Partner Communication

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care  Processes

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS The Service Strategy Service Partner Contracted Customer Need Identified Service Partner Located Service Parts Acquired Service Performed Customer Satisfied Service Partner Compensated

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Service Partner Contracted Good Service Partnership Found Contract Terms Negotiated (Rates, Area of Coverage, etc.) KPI Administration Completed Relationship with Appropriate Parts Distributor Established Ready for Business

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Need Identified Customer calls appropriate Sales Partner (Preferred) Or Customer self-locates Service Partner Or Customer Calls DCS Direct Or Customer attempts repair themselves and then resorts to one of the above We will talk about Self Authorization in a little while…

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Service Partner Located Sales Partner contacts affiliated Service partner (Preferred) Or Customer dissects the Yellow Pages ® and runs the risk of finding a less qualified service provider Or DCS Locates a Service Provider through Key Prestige (KPI) Look-up

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Service Parts Acquired Parts are Pre-Purchased from Parts Partner and Stocked onboard or at a local Warehouse (Ideal) Parts are purchased at time of need from Parts Partner (Less than Expeditious) NOTE: All Parts are Purchased from the Parts Distributor without Exception. If Warranty parts are required and customer is serviced within 30 Days, the net result is a “Zero Dollar” transaction.

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Service Performed & Customer Satisfied This is where you do what you do best

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Service Partner Compensated Service Call Entered into KPI Labor will be paid Directly by DCS through KPI Parts costs are credited to the Parts Distributor through KPI and Parts Partner Credits Service partner for Claim Self Authorization –Any Call initiated by DCS is Pre-Authorized –Any Call initiate by the Service Partner within Contractual Limits is Self-Authorized –Any call outside of Contractual Limits must be Pre-Authorized by DCS Customer Care

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Service Partner Compensated All claims will be paid at least every 2 weeks Electronic Funds Transfer (EFT) –Deposits Monies Due directly into the appropriate Account –Followed Up via Snail Mail with Statement of Payment In order to expedite payment, ensure: –Model and Serial Number are Correct –Service is performed in accordance with the Contract –All Parts are related to the appropriate parts distributor account.

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care  Other Information

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Illustrated Parts List (IPL) IPL is Scheduled to Release by January 1, 2004 IPL will be sold to Service Partners on an Annual Subscription Basis at a cost of $ per license per Year Will ship updated CD’s to service provider Monthly with Most Current and Updated Documentation References If you order by January 1, you will get $50.00 off.

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS KPI Contact Information –General Office Hours: 8:00 a.m. - 5:00 p.m. Pacific Time Monday through Friday. –Service Dealer Assistance Help Desk (Ext.4) –7:00 a.m. - 4:00 p.m. Pacific Time Monday through Friday Phone: – FAX: – ADDRESS: –KeyPrestige, Inc South Coast Drive, Suite 320 Costa Mesa, CA 92626

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Parts Distributor Contact Information ALL BRAND APPLIANCE PARTS (East) 949 E. MAIN STREET NORRISTOWN, PA / AUTOMATIC APPLIANCE (Central) 7757 LAWRENCE AVENUE NORRIDGE, IL / COAST APPLIANCE PARTS (West) 2606 LEE AVE. SOUTH EL MONTE, CA /

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS DCS Contact Information Customer Care – 888/ Skylab Road Huntington Beach, California

Customer Care Overview DCS confidential and Proprietary. Do Not Distribute without the Express Written Permission of DCS Customer Care Commitment EmpowerWe Empower the Voice of the Customer DriveWe Drive Communication and Continuous Improvement AccountableWe are Accountable for Customer Satisfaction Any Questions?