1. to Improving Customer Service SixSteps

2. Matt Raymond CEO Celtis Ventures Full-service venture marketing firm Marketing, Advertising, Branding – A to Z Twenty + years marketing transit Los Angeles, Dallas and Denver

3. Customer Service Expectation Transactional Experience Relationship Reflects brand

4. Los Angeles: 2002 Poor reputation Low customer satisfaction Constant media target No consumer brand Seven-minute telephone wait times

5. Evaluate Approach from customer’s viewpoint Talk with people on the front line Research and look at trends Track everything possible Capitalize on strengths Address weaknesses

6. Vision Customer satisfaction Public Perception Service quality Market growth

7. Commit Throughout organization Critical at front line Customer contact points Meet expectations Deliver on promises

8. People Great people Motivated Dedicated High morale Enjoy other people

9. Technology Ergonomics Equipment Vehicles and facilities Information systems Support systems Mobile

10. Technology

11. Technology

12. Environment Welcome environment For employees For customers Friendly Delivers on brand

13. Environment

14. Environment

15. Environment

16. Environment

17. Environment

18. Los Angeles: 2013 Good reputation High customer satisfaction Positive media presence Exceptional Metro brand Below two-minute telephone wait times

19. Six Steps Evaluate from a customer’s perspective Create a vision of service Commit to the customer Position your people to do great things Identify and implement the right technology Build a service environment inside and out

20. Environment Repeat Technology People Commit Vision Evaluate

21. Thanks Matt Raymond Celtis Ventures, LLC CeltisVentures.com Matt@CeltisVentures.com (213) 379-1134