CUS 2015

CUS 2015

1. Proactive CARE approach

   • Simplification
     • redifine the topics to discuss on weekly calls

2. Win where we target

   • Cost leadership
     • contracts revision with SAL
     • waiver contro
     • claim /service recovery
     • longstanding follow up
     • Downfalls ration
   • A winning team
     • work on anchors
     • define pipeline
     • 1on 1 planing for 2015
     • colistening and feedback
     • cross functional tranings
     • emotional salaries
     • gemba
   • Comercial excellence
     • onboarding and offboarding customers. PREMIUM
     • use 2014 baseline for 2015 and stablish a target along with GSC
     • my phone implementation
     • train other function my phone
     • provide visibility /Phone
     • develop service excellence program
     • colistening and feedback session
     • implement actions derived from survey results
     • Brokers Training at ports
     • Outbound Calls proposal
     • Customer Handbook

3. Deliver the Volume

   • Comercial excellence
     • Ask 4 more initiatives
     • daily huddle
     • BIZ nowledge/ workshops
     • review performance from Premium/care
     • onboarding msg
     • rumour center
     • Customers in Onboarding
     • sales leads
   • Simplification
     • AFLS

4. Deliver simplification as per plan

   • Simplification
     • case management inplementation
       • stick on implementation plan
       • maria andrea VZU-TRN and COL
       • redirect SL email through acknowledgements
       • case management traning
       • case management workshop
       • Core experts US gemba
       • CE traning in countries
       • gather Voc for feedback
       • define baseline and agree with OTCS
     • saleforce.com workshop