August 28, 2007

The Big Picture  We have just WON the Porsche Customer Commitment business!  Porsche CC kick-off scheduled for mid-Nov, adds twice the call volume that we have now, and these calls are more challenging  EIMS visit went well, they are an AMS partner that could develop new business. While a future merger is possible, nothing is currently planned

The Big Picture  AMS pays you because clients are paying us. So avoid repeated mistakes, the job you save may be your own!  We will be placing a much greater emphasis on training, education and personal ownership  AMS employees will own issues and be responsible for using information to resolve them

Client Services  Every call needs to be answered with energy and enthusiasm and ALL calls must be recorded, wrong numbers, transfers, everything  Each call MUST be answered clearly and slowly – “Thank you for calling, this is. How can I help you today?” The call is closed with “Is there anything else that I can help you with today? Thank you for calling. Have a great day.” –Accuracy for Porsche SAP Data Entry is critical. (Wrong source/request/campaign selected, not checking contacts creates duplicates, confirm spelling or first & last name, remember the prefix, etc)

Client Services OWN your CALL. Follow up, find the answer and call them back if necessary. If you’ve tried but can’t resolve it, bring it to Aimee or Heather, but DON’T ABANDON the caller issue.OWN your CALL. Follow up, find the answer and call them back if necessary. If you’ve tried but can’t resolve it, bring it to Aimee or Heather, but DON’T ABANDON the caller issue. Listen to people and let them vent. Your goal is to begin a relationship, so end the call with a smile and give them a Red Carpet experienceListen to people and let them vent. Your goal is to begin a relationship, so end the call with a smile and give them a Red Carpet experience A NEW script is coming for General Dynamics Itronix. Make sure to get the correct industry and product. Add notes that provide useful commentsA NEW script is coming for General Dynamics Itronix. Make sure to get the correct industry and product. Add notes that provide useful comments

Client Services Get the contact name and phone number BEFORE the conversation gets started. This gives us an option if we get disconnected, and we can research that person as necessaryGet the contact name and phone number BEFORE the conversation gets started. This gives us an option if we get disconnected, and we can research that person as necessary Obtain ALL details required to troubleshoot Who, what, where, when. Be specific, what EXACTLY is the issue, what steps did you take BEFORE escalating and what do you THINK the next step should be.Obtain ALL details required to troubleshoot Who, what, where, when. Be specific, what EXACTLY is the issue, what steps did you take BEFORE escalating and what do you THINK the next step should be.

Client Services Phone Coverage is CRITICAL. Be on time or early for your shift. We cover calls from 8am-8pm and in Nov 07 we’ll be going 7am-10pm Mon-SatPhone Coverage is CRITICAL. Be on time or early for your shift. We cover calls from 8am-8pm and in Nov 07 we’ll be going 7am-10pm Mon-Sat Sound RealSound Real –People need to hear you smile, they need to feel like you’re interested in what they’re saying, that you genuinely care. DON’T just read scripts. If you Don’t Record Calls or Use TRAC to record you work, how can we bill the client? And why should we pay you for that time?If you Don’t Record Calls or Use TRAC to record you work, how can we bill the client? And why should we pay you for that time?

Steps for Success HELP EACH OTHER. Be aware of those around you, especially phone coverage, take a look before you leave Complete your Mission OR ask for help. DON’T leave the tasks unfinished. If someone runs in to a difficult call, try and assist them with your experience. Learn from every call. ALWAYS stay positive and support the client. Example, a Porsche caller is unhappy with a dealer answer. We’re empathetic, but positive. We can research the issue, but don’t blame the dealer.

AMS Administration We need to hire for Inbound Customer Service, spread the word. If we hire someone that you refer to us (and they survive the 90-day evaluation), you will get a $100 bonus for each person. Please all vacation and sick notification, updates to address and phone numbers to Lisa Weagle is in charge of payroll, so please make sure that she is aware of any schedule changes, missed time clock punches, etc