Friendly
Upon review of your dashboard in Salesforce, you notice that your client has been with EFM for 5 years. Recalling a previous conversation with the DM, you learn that they love whiskey and send them an engraved bottle of their favorite brand
What is recognizing birthdays/anniversaries
Our goal with this category is to....
What is make our clients and peers feel like we are available
The overall goal of the responsive category is to...
What is ensure our clients & peers receive prompt communication
These things qualify as a CS Alert
What is Anything brought to us by the PFC, DM, or WOW! contacts that could impact the customer experience.
FAR
What is have a plan
Speaking with a client over the phone, you learn that they are heading to Disney World for their daughter's 4th birthday and staying at Disney's Animal Kingdon Lodge. You send a cake and balloons to the concierge to be delivered upon their arrival
What is creating "WOW" Moments?
"Ring, Ring, Ring" - Hello Mr, Customer, how are you?
What is answer the phone in 3 rings
A client sent an e-mail at 8:12 am and you notice that it is now 12:00pm. You respond to the client that you are still looking into the matter and fill follow-up by end of business
What is acknowledge e-mails/calls within 4 hours?
All CS Alerts should carry this priority level
What is High
Start with Philosophy, not a number; Tell stories about great service; get excited about customer service wins
What is create Culture, Not goals
You learn of a website enhancement that could benefit the efficacy of your client's ability to manage their fleet. You decide to notify your entire book of business and log the information in salesforce
What is touch calls?
Thanksgiving is 2 weeks away and you are scheduled to be off for 6 days starting Tuesday. To assist your backup during your time out of the office you decide to
What is notify your clients of extended out of office
PFC requests a quote for a truck for a driver that was in an accident
What is deliver quote requests within 24 - 48 hours?
CS Alerts comments should include (3 of 6 required)
Personalize interactions with customers, have a playful and light culture with team members, empower all employees to expense items in the spirit of taking care of our clients are all examples of
Be a Freind, not a vendor
During a website review you learn that your client has been married for 20 years and has 2 kids. The Couple met during their senior year in college and married shortly after. Fun fact: their son and daughter are 4 years apart but share the same birthday!
What is capturing measurable moments
Your office hours have been 7:30 to 4:30 since you started, however due to your daughter starting daycare you have had to move your hours to 8:00 to 5:00
What is include office hours on voicemail?
You and your client have been working on a project together over the last month. To ensure your client is aware of all of your hard work you should...
What is provide daily updates
This goes into a CS Alert Subject line
What is CS ALERT-“Short Description of issue”-Due Date: - Client Name
Complete Employee Satisfaction means (Name 2)
Have vibrant cultures, Do the same amazing things for our employees as we do our clients, have cohesive team events to celebrate, give ultimate respect to the entire admin team
Group 3N defines Friendly as...
What is having fun and smiling through the phone
We diligently follow our groups
What is out of office plan?
This is the method you should use to communicate with your customers...
What is their preferred method...
How much write off authority do you have with a CS Alert
what is $500
The 5 bullet points under Leadership Matters are...
Tone set by DFM and Finance Director
Team Speaks with one consistent voice
Leaders spend more time out of their offices Team calls management by the names, not "management"
Believe in developing relationships