Published on April 17, 2008
Gold ShieldCustomer Service: Gold Shield Customer Service Objectives: Objectives Review the Gold Shield Discuss the Five Steps of Gold Shield Customer Service review training resources and discuss implementation identify mystery shop criteria and scoring review the scenarios of the Gold Shield customer service video Review UPS products and services refresher Identify Gold Shield training compliance Retail Shipping Market 2001: Retail Shipping Market 2001 UPS 20% USPS 72% FedEx 7% Other 1% 657 million pieces each year 2.6 million each day MBE’ s 4% represents all carriers Customers: Customers The Post Office has the lion’s share of customers MBE & UPS: MBE & UPS Both MBE and UPS compare favorably with the USPS MBE has a significantly higher score than the USPS on 21 of 28 attributes The USPS has a significantly higher score than MBE on three attributes: Fair price Well-established, stable company Absolutely the lowest prices The USPS has a significantly higher score than UPS in only one area: Convenient locations UPS Strengths } MBE Strength } Note: Research Based on 900 Customer responses in the UPS Retail Landscape Study The Perfect Package: The Perfect Package Together, UPS and MBE can deliver what customers want Location Reliability Price Gain market share Current customers New customers The Opportunity: The Opportunity 2007 Market Share Goal: Grow MBE package count to avg. 100+ packages per day! MBE and UPS gain 14 points New Thinking-New Brand: New Thinking-New Brand Pricing Network consistency Brand strength Gold Shield Strategy: Gold Shield Strategy The UPS Store will: Reduce shipping prices to deliver greater customer value and capitalize on increased center traffic. Increase center/franchisee profitability Leverage the UPS brand (awareness, image of reliability, and fair price) to attract new customers. Deliver a consistent, compelling store experience to drive customer loyalty. Components of Gold Shield: Components of Gold Shield Four Components of the Gold Shield: Four Components of the Gold Shield UPS Retail Rate Offers consistent, competitive price 10% higher than UPS counter;20% lower than MBE’s current pricing UPS web site will include the UPS Retail Rate Enhanced Marketing Support UPS will provide advertising and marketing support Gold Shield Service Training New steps of service that advocate UPS and present UPS Retail Rate Improved Operational Support UPS will provided latest pickup times available and additional support The UPS Retail Rate: The UPS Retail Rate UPS Retail Rate: UPS Retail Rate UPS Retail Rate: UPS Retail Rate Average Product Mix Shift in Test : Average Product Mix Shift in Test Average Air Growth in Price Test Centers: Average Air Growth in Price Test Centers Marketing: Marketing Marketing: Marketing Messaging and Weights UPS is adding $15 million to our fund Heavy marketing weights during launch Spill-over effect from “Brown” campaign Messaging Strategy: Messaging Strategy “We help you connect with the people and businesses in your life better.” Service: “We provide great personal service.” Experience: “We tailor our products and services for YOUR needs.” Access: “UPS is now right in your neighborhood.” Product: “We continue to offer customized packing, shipping and business services.” Price: “We have new low rates direct from UPS.” Launch Kit Items: Launch Kit Items Marketing Action Plan (MAP) 2 Posters 3’ x 5’ window cling New name Customer letter Bounceback cards Counter card w/brochures Launch Kit LSM materials (cont’d): Launch Kit LSM materials (cont’d) Ad slicks Outdoor banners FSI/Advo/Valpak Postcards Theatre Slide Receipt Jacket Inventory Items Available April 1: Inventory Items Available April 1 Stationary package Business card, letterhead, envelope, memo pad & post it notes Products & Services Brochure Fax and Copy Frequency Cards Document Folder Operational Support: Operational Support What does Gold Shield mean to local UPS districts?: What does Gold Shield mean to local UPS districts? UPS districts are preparing to: Accommodate changing pickup needs Later scheduled and/or an additional stop(s) to sweep volume Sales and service relationship enhanced for MBE Remember, your success is UPS success! The Five Steps of Gold Shield Customer Service: The Five Steps of Gold Shield Customer Service Gold Shield Five Steps of Customer Service: Gold Shield Five Steps of Customer Service Step 1: Greet the customer Within five steps or five seconds By name if possible Smile! Step 2: Identify the Customer’s Immediate Need How may I help you today? Listen carefully and respond to non-verbal cues Ask clarifying, open-ended questions is the customer using “FedEx” or “mail” as a verb rather than requesting a service are the contents fragile or of value? Gold Shield Five Steps of Customer Service: Gold Shield Five Steps of Customer Service Step 3: Provide the UPS Service Solution with up-selling and cross-selling Offer the UPS solution to all shipping customers Upsell based on the customer’s delivery requirements Cross-sell packaging services Step 4: Present the new, lower UPS Retail Rate Use price to advocate the UPS brand when appropriate Step 5: Close the transaction Express thanks with eye-contact and smiles! Use customer’s name if possible Educate the customer and invite him/her to return The Mystery Shop: The Mystery Shop Validates that any team member serving the customer follows the Gold Shield Five Steps of Service Scores are weighted on: providing friendly and positive service wearing uniform and nametag (P/F) recommending the UPS service solution (P/F) presenting the UPS retail rate (P/F) Mystery Shop Process and Scoring: Mystery Shop Process and Scoring Must demonstrate 5 out of 7 service actions Uniforms and nametags are a pass/fail The UPS Service Solution MUST be offered The UPS Retail Rate MUST be charged- commercial or residential 1 2 3 Mystery Shop Preparation: Mystery Shop Preparation Facilitate a team meeting to introduce the Gold Shield Steps of Service Watch the Gold Shield Customer Service Video Complete the workbook exercises Discuss methods for implementation Review the UPS Product and Services Training Review the Packaging Quick References Use the Mystery Shop form for self-analysis Mystery Shop Cure Process: Mystery Shop Cure Process First Shop: Pass or Fail shop report submitted with noted deficiencies to cure Second Shop: Pass or Fail shop report submitted with noted deficiencies to cure Third Shop: may be granted at franchisee’s request center will cover the mystery shop expense Mystery Shops will be ongoing Gold ShieldCustomer Service Video: Gold Shield Customer Service Video Gold Shield Service Recovery: Gold Shield Service Recovery New UPS/MBE Customer support USE THIS NUMBER: 1-800-877-1760 “Retail associates” in this group are the highest trained team at UPS service center six additional modules of training provided in various areas of service and interpersonal skills Hours 8am-9pm EST: Monday-Friday Prepare to handle service recovery effectively use scripted responses Customers may expect immediate action from centers in service recovery scenarios as we align our brands Gold ShieldCompliance: Gold Shield Compliance Slide39: New Uniforms! Center Evaluation: Center Evaluation Center Evaluation Categories Retail Center Development Operations Customer Service (Learning) Personnel Financial Management Marketing Public Relations Technology PEP: PEP Cure Process If center scores below 80%, a written action plan will be documented on the PEP Survey Summary with the required action item Cure operational deficiencies within 60 days Follow-up evaluation will validate Implementing the Training Tracker: Implementing the Training Tracker Post on Communication Board Begin with orientation module Complete as follows: Customer Service Complete Packaging Complete Shipping Services (UPS) Complete remaining products and services modules Experienced Associates can “test out” of modules Packaging Certification Training: Packaging Certification Training 3 hour session presented by AF & packaging experts in each Area Online tutorial with Assessment Attendance for Franchisees and Managers will be tracked by AF in MBEU Administration Center Associates will be tracked on the Training Tracker Form Must be completed by July 31st 2003 Learning Program Completion and Tracking: Learning Program Completion and Tracking Associate Training Files Completed Training Tracker Form Completed tests and assessments with score of 80% or higher Packaging Online Assessment Must be completed by 3rd quarter center evaluation Tracking Learning Compliance: Tracking Learning Compliance Using the Learning Management System Ability to track training activity in the field Franchisees & Managers will register themselves in My MBEU Online Area Franchisees will validate completion of field training courses Using the Learning Management System: Using the Learning Management System Franchisees & Managers will use My MBEU Online (Student Center) Area Franchisees will the MBEU Administration Center My MBEU Online: My MBEU Online Franchisees & Managers will: Self-register in system (not for Associates) Assign themselves to the Franchisee or Center Manager User Group MBEU Administration Center: MBEU Administration Center After Gold Shield training sessions Area Franchisees will Change enrolled status to “Completed” for those who attended Validate Franchisee registration in My MBEU Online for PEP Learning Program Completion and Tracking: Learning Program Completion and Tracking Franchisee and Manager Training Files Product and service training documented in center and through MBEU database Gold Shield training tracked through the new Learning Management System New Thinking-New Brand: New Thinking-New Brand Thank You!: Thank You!