December 27, 2006

The Big Picture

We have 3 KEY Accounts: Porsche, Virgin Life Care We have 3 KEY Accounts: Porsche, Virgin Life Care and Itronix, a General Dynamics companyand Itronix, a General Dynamics company

NEW client programs; Kubotek (nice work Penny NEW client programs; Kubotek (nice work Penny and Melissa;) and CA Events, BrandSavvy (Jan 07)and Melissa;) and CA Events, BrandSavvy (Jan 07)

As Calls, Data Entry and Fulfillment increase, we As Calls, Data Entry and Fulfillment increase, we need to consistently FOCUS on each task. Clients need to consistently FOCUS on each task. Clients are paying for a consistent quality performance.are paying for a consistent quality performance.

And we can only pay you because clients are paying And we can only pay you because clients are paying us. So work to avoid repeated mistakes, the job you us. So work to avoid repeated mistakes, the job you save may be your ownsave may be your own!!

Client Services

EVERY CALL needs to be answered with energy and EVERY CALL needs to be answered with energy and enthusiasm and enthusiasm and EVERY CALL MUST BE RECORDEDEVERY CALL MUST BE RECORDED, , wrong numbers, transfers, everythingwrong numbers, transfers, everything Both ITRONIX AND VLC have indicated that people have called Both ITRONIX AND VLC have indicated that people have called

AMS Contact Center, but we have no record of the callAMS Contact Center, but we have no record of the call

Every client call MUST be answered – “Thank you for Every client call MUST be answered – “Thank you for calling <client>, this is <your name>. How can I help calling <client>, this is <your name>. How can I help you today?” And every call is closed with “Is there you today?” And every call is closed with “Is there anything else that I can help you with today? Thank anything else that I can help you with today? Thank you for calling <client>. Have a great day.”you for calling <client>. Have a great day.”

– MISTAKES in SAP DATA ENTRY are hurting us. MISTAKES in SAP DATA ENTRY are hurting us. (Wrong auto show selected, not checking contacts is (Wrong auto show selected, not checking contacts is creating duplicates, etc)creating duplicates, etc)

Client Services

• OWN your CALLOWN your CALL. Follow up, find the answer and call . Follow up, find the answer and call them back if necessarythem back if necessary. If you’ve tried but can’t resolve . If you’ve tried but can’t resolve it, bring it to Aimee or Heather, DON’T ABANDON the it, bring it to Aimee or Heather, DON’T ABANDON the caller issue.caller issue.

• Don’t rush people off of the phone. Don’t rush people off of the phone. – Let them vent if necessaryLet them vent if necessary– After 15-20 minutes, if and ONLY if you’ve addressed their After 15-20 minutes, if and ONLY if you’ve addressed their

issue, you can try and end the call. Example, “I see that there issue, you can try and end the call. Example, “I see that there are other calls coming in. It’s been nice speaking with you, is are other calls coming in. It’s been nice speaking with you, is there anything else that I can help you with, etc”there anything else that I can help you with, etc”

Client Services• Get the contact name and phone number BEFORE Get the contact name and phone number BEFORE

the conversation gets started. This gives us an the conversation gets started. This gives us an option if we get disconnected, and we can option if we get disconnected, and we can research that person as necessaryresearch that person as necessary

• Obtain ALL details required to troubleshoot? Obtain ALL details required to troubleshoot? Examples, They received an email? From whom, Examples, They received an email? From whom, regarding what, when was it received? Be specific, regarding what, when was it received? Be specific, what exactly is the GZ issue, what steps did you what exactly is the GZ issue, what steps did you take to assist BEFORE ordering a new one?take to assist BEFORE ordering a new one?

• Create a “RED CARPET” Experience for every call. Create a “RED CARPET” Experience for every call. Did you do everything that you could?Did you do everything that you could?

Client Services

• Phone Coverage is CRITICAL. Be on time or early Phone Coverage is CRITICAL. Be on time or early for your shift. We cover calls from 8am-9pmfor your shift. We cover calls from 8am-9pm

• Sound Real Sound Real – People need to hear you smile, they need to feel like People need to hear you smile, they need to feel like

you’re interested in what they’re saying, that you you’re interested in what they’re saying, that you genuinely care. We DON’T just read scripts.genuinely care. We DON’T just read scripts.

– There are too many call centers for AMS to sound averageThere are too many call centers for AMS to sound average

• If you Don’t Record Calls or Use TRAC to record you If you Don’t Record Calls or Use TRAC to record you work, how can we bill the client? And why should work, how can we bill the client? And why should we pay you for that time?we pay you for that time?

AMS Administration

• Unless the situation is extreme, AMS does NOT shut down or close early do to weather. Plan accordingly, leave early to drive safely and get here on time. Running late is better than a No Show.

• AMS has closed only 3 times in 10 years. Unless you get a call from me, we’re open.

• Please copy Mike and Paul on all technical issues, they often share tasks

• Make sure we have your correct address and phone and send any updates to Lisa Weagle.

• Please keep your workspace and the office clean, break down boxes, etc. Clients do visit our office on short notice.

Steps for Success• HELP EACH OTHER. Be a teacher and a guide to

newer people. Take a moment to listen to their calls and offer advice. Coach them to improve our TEAM.

• 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 of all-weather tires vs snow chains. The service manager at the Dealer knows best. We’re empathetic, but positive.

Reminders

• Email Lisa Weagle with all payroll or taxes questions. Her schedule is generally Monday 10-2 and then Tues/Thurs evenings 5:30-9.

• All of us are responsible for building security. Check to make sure doors are locked at night. Remember your office keys and keycard. Don’t let anyone in without a keycard. BE SMART, BE SAFE. Park at the front of the building and leave together at night.