Three Year Service Culture SQI s Buffet Plan
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1 Jorge Nicolau, Chief Executive Officer Fortunato Bertello, Executive Director Customer Service Cable & Wireless Panama P.O. Box Panama City Republic of Panama April 8, 2010 Dear Jorge and Fortunato, Thank you for your interest in Service Quality Institute. This is a proposal for the 3 year Service Culture Plan which will be customized for Cable & Wireless Panama. The plan is a Buffet that allows you to have as much as you want, as fast as you want with no limits. If you were to purchase all these programs individually, it would cost at least 50% more. Shipping costs will be additional in each and every shipment. You will receive 3 new programs for each of the three years. Your investment is $54.00 per person per year for 3 years a reduction of $5 per person over the price I quoted on Tuesday. If you start with less than 2500 employees the investment is $77 per person. We suggest you implement a new program every 4 months to build a service culture. You now have about 2500 employees and locations. This includes 600 in your call center, 80 security guards and 1800 in the stores and field. The major question is do you want to provide great customer service despite the company and implement in just the retail stores and call center or create a customer driven company with engineers, technicians, office and all elements of the company. A commitment from top management is needed for this approach.we have to drive customer service stratically. Three Year Service Culture SQI s Buffet Plan With the 3 pillars you are focusing on: revenue, customer satisfaction and efficiency we should be able to impact all three of these. The focus on soft skills, with the idea campaigns will help Cable & Wireless Panama move from good to great service. We want WOW service. We have to change attitudes and behaviors so GREAT service is provided. We must delight the customer. This investment covers unlimited usage of Service Quality Institute s programs each year. You can select in any order of priority the programs that you want to use each year. It includes facilitating for management programs, fees, all product, and free replacement materials to cover employee turnover. Shipping, any customization or personalizatio and travel costs are not included. If you move forward with the total work force we can print in El Salvador and personalize the products with your brand. This plan is for organizations serious about a service culture change. The all inclusive pricing is based solely on the number of employees, regardless of number of locations. Service Quality Institute will work with you to maximize success. All SQI s technical support over the life of the agreement is included in the price. A three year agreement needs to be signed. Each anniversary we will adjust the price based on the number of employees you have.
2 Technology Included: Leading Empowered Teams for Service Quality is for everyone in a Leadership position. Includes in house facilitation by SQI. FEELINGS is for the total workforce. We will use the new Feelings Service Retail version. Facilitator material provided. Every facilitator receives a leader guide. Train the trainer seminars are included. Each employee receives a participant kit. Loyal for Life (Service Recovery) is for all employees. Includes all materials for facilitators and participants. Train the Trainer seminars are included. Empowerment: A Way of Life is a new program being released in May designed to get employees to make fast empowered decisions so you over happy customers. Good Idea Campaign on Quality and Customer Satisfaction is for everyone. Service Quality Institute provides all materials and support. Exceptional Service is for the total workforce. Includes all materials for facilitators and participants. Train the Trainer seminars are included. Speed will help everyone dramatically reduce the time it takes to complete a project or task. Do it Fast, do it Now, do it Right. Service First Video Library: Cable & Wireless Panama will need at least 35 sets-one per location. Remember Me should be used for everyone. It gets employees to recognize and use customers names and make them feel appreciated. Service Quality Institute provides all materials and support. BAD (Buck A Day) Cost Reduction Campaign is for everyone. Service Quality Institute provides all materials and support. Customer Service Certification seminars at SQI headquarters in Minneapolis, Minnesota. Currently offered in February, May and September. Detailed Breakdown I have enclosed at detailed breakdown of the training for the next 36 months. You can go in any order you choose. This order of programs is based on the order Cable & Wireless Panama selects, but it may be changed at any time. YEAR ONE John Tschohl Service Strategy Seminar If you move forward with the service culture plan for all 2500 employees a FREE one day John Tschohl service strategy seminar is available. The $25,000 fee is waived and you are only responsible for John s travel expenses. If you start with a smaller part of the company you can still use John but the speaking fee is not waived. John can handle any size audience. If both of you had another 300 leaders as passionate about customer service as you, it would help drive the service strategy and permeate throughout the whole organization.
3 Leading Empowered Teams We will train your managers and supervisors in groups of about people. This is a two day seminar. We provide the facilitation and the materials. This can be held at a location of your choice. Cable & Wireless Panama will provide the location, food and beverages. This program will help your executives, managers, supervisors and department heads to learn how to look at Cable & Wireless Panama to remove gaps and develop a service strategy. It will teach empowerment, team work, and how to coach an empowered and high performing workforce. We need management to walk the talk and drive a service culture. When using the service culture plan we suggest training for everyone you are thinking about promoting into a leadership position. Each participant also receives a copy of John Tschohl s book Achieving Excellence Through Customer Service which is part of the program. FEELINGS is for the entire workforce and is designed to change attitudes and behavior, teach the skills and techniques of customer service, build the self worth of employees and help them feel good about themselves, and improve morale and teamwork. We will train the trainers and each employee gets a participant package. Feelings is very fun and entertaining and employees want to participate and interact, which is the most effective way of learning new skills and changing behavior. FEELINGS has a strong focus on personal growth and development. You will see an immediate improvement in behavior and attitudes. Feelings is implemented in 3 sessions spaced on week apart of 3-4 hours. It includes a user friendly leader guide, 3 DVD s and a participant kit. We encourage Cable & Wireless Panama to personalize the book cover, leader guide cover, DVD covers and inside label and introduction on session one. Ideally we would like 100 facilitators. A facilitator needs 3 skills: Enthusiams, peer respect and should be a customer service role model. Customer Service Certification Seminars We hold these 4 day Customer Service Certification Seminars three times a year in Minnea[polis. Usually in February, May and September. The $1,997 registration fee is waived for the service culture plan. No limit to the number of participants over the course of the 3 year service culture plan. The next one is May 17-20, 2010 Loyal for Life is a one session program designed to be implemented in 3-4 hours. The focus is on service recovery and empowerment. When Cable & Wireless Panama makes a mistake how do you take a customer from hell to heaven in 60 seconds or less. This includes leader guides and DVD s so each facilitator can easily conduct the training. We will train around 100 role models to conduct the training in a one day Train the Trainer seminar. Each person receives a copy of the 92 page participant book, technique card and certificate. Empowerment: A Way of Life is being released in May. It is almost impossible to get employees to make empowered decisions. It is very difficult for Cable & Wireless Panama to have GREAT service or be able to delight the customer without Empowerment. This is a 2 session program of 3-4 hours spaced one week apart.
4 YEAR TWO Exceptional Service is a one session program conducted in 3-4 hours. Ideally CABLE & WIRELESS PANAMA needs a new program every 4 months. The concept is to deliver exceptional service not just good service. By giving the employees fresh, exciting material you keep the customer service message in front of them. This program is built around 9 key points: -Delivering Exceptional service -Everyone s Important -Customer Care -Communicating Quality -Value Added Service -Problem Solving -Service Recovery -Speed Let s build leadership and passion and always select all new facilitators. Again, they need enthusiasm, peer respect, and must be a customer care role model. A facilitator learns twice as much as the participants. We will have several one day seminars for around 100 facilitators. CABLE & WIRELESS PANAMA needs approximately 100 facilitator kits with a leader guide and DVD. Each leader guide is user friendly. Designed so anyone can skillfully do the facilitating. Participant kits include a 36 page book. It includes a certificate of completions, Quality technique card and customer service performance standard. All of these components are included with the participant kit. All employees MUST participate. Good Idea Campaign on Quality and Customer Satisfaction is a 30 day campaign that focuses on quality and satisfaction. It is also based on humor, involvement and recognition. The first week is a teaser campaign and the final 3 weeks are the actual campaign. SQI provides the software to measure and track all the results. Participation will be around 80% and possibly up to 95%. The Campaign builds morale because it lets employees know they are valued, loved and appreciated. t will generate hundreds of ideas on how CABLE & WIRELESS PANAMA can improve service and customer satisfaction. We want rapid implementation of the ideas. Each person is asked to look at where they work to come up with ideas on quality and customer satisfaction. We need new leaders for the campaign. We want employees with enthusiasm, peer respect and customer care role models. We want to build leaders and role models. By constantly having new leaders you are creating and building a service culture. With this Idea Campaign it will now have approximately 550 trained leaders to facilitate SQI programs. We use 250 leaders for this Campaign. This is how we impact behaviors and attitudes. SPEED means dramatically reducing the amount of time it takes to complete a project of task. Speed means doing it FAST, doing it NOW, and doing it RIGHT. It will help create a Speed mindset. Speed will help everyone overcome internal and external barriers. CABLE & WIRELESS PANAMA can build more market share by mastering Speed. To create maximum impact we suggest top management go through the training first so they support and nurture the Speed skills. Speed is implemented in 2 sessions of 4 hours each spaced one week apart. Keep in mind that CABLE & WIRELESS PANAMA can choose any program on demand. Speed includes a leader guide and 2 DVD s for each location. SQI will conduct a Train the Trainer seminar for the facilitators. Each person receives an in depth 93 page participant book, certificate, speed performance standard and technique card.
5 YEAR THREE Service First Video Library is a 12 DVD series designed to be implemented in 12 sessions of 1-2 hours each once a week or once every two weeks. Can also be implemented in 4-5 sessions of 4 hours each. The Service First Video Library is made up of hundreds of vignettes from millions of dollars of video we have recently filmed. We provide a disc and an Internet access card for the facilitator material. This includes a leader s guide, PowerPoint presentation, discussion guide, answer sheet and a certificate for each person. SQI provides as many DVD sets as you need. The 12 topics are: -Your key to Customer Satisfaction -Teamwork Development -Handling complaints and the Irate Customer -The Language of Positive Communication -Effective Questioning and Listening -Exceeding Customer Expectations -Value Added Service -Effective Telephone Techniques -The Art of Satisfying Customers -Service Recovery -Empowerment -Total Quality Service Remember Me a new two session program of 3-4 hours each spaced one week apart. The objective is to get employees to use and remember customers names. Nothing is more precious than a person s name. This is an exciting program that provides leading edge ideas. BAD (Buck a Day) Cost Reduction Campaign implemented by CABLE & WIRELESS PANAMA. This is a 30 day campaign. No training time is necessary. We will spend one day helping the coordinator understand how to run the campaign and provide support throughout the campaign. The goal is to get every employee to look for a way to save $1 a day. There are about 250 working days in a year. If each person comes up with these savings the total savings will be $625,000 (based on 2500 employees). The savings often run almost $500 per person. We had the US Military have one person who came up with a $1 million dollar savings. SQI provides you the software to handle the tracking and measurements. We provide all the material. The first week is a teaser campaign and the following 3 weeks are the actual campaign. It is fun, exciting, easy to implement, simple and works. Each person receives a coffee mug with the slogan I had a BAD idea when they submit their first idea. It is tongue in cheek humor. For each additional idea we give each person a rubber dollar. It is based on recognition, humor and participation. Participation rate will be around 80%, often up to 95%. We will need multiple team leaders for the Campaign. They will be in a minute meeting role Role the Campaign out to the employees. We want team leaders that are role models. It is a campaign with something new happening every week and sometimes every day.
6 Cable & Wireless Panama can choose any programs in any order. The above list is just an option. As your firm moves forward we suggest each year you identify the 3 programs you want to use. Each year SQI will be told the new number of employees and the $54.00 fee for 2500 employees will be invoiced against that number. Cable & Wireless Panama can choose up to 3 programs each year. It includes all employees. No charge for employee turnover. You said you have 2500 employees which includes all security guards. Please verify the employee count. If at anytime you decide to cancel the 3 year service culture agreement Cable & Wireless Panama agrees to have SQI invoice you for the actual retail prices for the product and training you have received. The buffet plan provides discount pricing in excess of 50% off retail and it is front loaded with costs for SQI. After nearly 4 decades of program development we can say without exception all training is fleeting and needs constant maintenance. We say this having looked for the magic training bullet where a single 6 hour training session lasts a lifetime. We have developed a 3 year service culture plan with built in scheduled reinforcement and enhancement. Please keep in mind the programs flexibility both in content and pricing. I hope you find our proposal a good fit for your needs and customer service goals John Tschohl President Service Quality Institute 9201 East Bloomington Freeway Minneapolis, MN Phone WE AGREE TO THIS 3 YEAR AGREEMENT For 2500 Employees. The employee count will be updated each January 1. The investment is $54 per person per year or $77 per person if under Jorge Nicolau Cable & Wireless Panama Date Fortunato Bertello Executive Drirector/Customer Service Cable & Wireless Panama Date Daly Ibanez Date President/CEO Consultores VIP
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