This project was to "Create a Company" and all the ins and outs that come with it! We learned a lot in this Customer Service class. Cincinnati State 2011.

1. SBS DELIVERY
SOLUTIONS
Scott – Ben – Stephanie

2. MISSION STATEMENT
 We dig deep to truly understand your unique
business needs to provide you with a delivery
plan that works best for your business. We
appreciate long term relationships with our
clients ensuring their continued success. Our
team is the “best of the best” having all worked
with small startups to large corporations. We
know running a successful business can take
a lot of money and time so we want to save
you both, by providing expertise in shipping
your products to your customers in a timely
fashion.

3. What We Do
 SBS Delivery Solutions exceeds in B2B
Shipping of office supplies

4. Our Employees
 We exceed in B2B Shipping of office supplies
 Our Office consists of, 10-15 Office Executives
 (Duties: Customer Service, Proposal, Accounting
and Administrative Assistants)
 Subcontract Out Delivery Agencies

5. After the Sale
 After a sale has been made our customer
service department will be in charge of
sending out a Thank You email to the company
 Another follow up email will be sent after the
product has been delivered.
 In this email will be the option for our customers
to fill out the Customer Feedback Form.

6. Customer Feedback
 It is important to make all customers happy at
all times. In order to know our customers are
happy, we send them cards with their
packaging to give us feedback.
 We also send them an email for an online
survey and we receive our feedback
immediately.

8. A+ Customer Service
How We Provide…
Value – Taking care of your package is the same as
taking care of our own. Planning and measuring how
long and just how carefully we will deliver your
products to you.
Information – Our website provides our customers with
all the necessary information: Cost, Shipping and
Tracking.
Speed – Giving our customers the “Calculate Tool” on
our website, giving them an estimated time frame of
their shipping date. (Average 1-3 Days)
Convenience – From the website to your company’s
doorstep, we take the “behind the scenes” steps to
make sure you don’t have to!

9. Hoopla and Fun!!!
 Every Friday the 13th we will have “Pirate Day”
in the office. Where all employees are to dress
as a pirate, etc and we will end at 3pm and
have a few team building games and food.
 All Admins are to see that meetings and
conferences are pushed to the next business day.

10. Customer Service Contact
Points
 Contact 1: “Contact
us for more
information” – info@
sbsdelivery
solutions.com
 Contact 2: The
Administrative
Assistant answers the
incoming calls.
Answers the
questions, or take a
message. Admin
directs the call to the
appropriate
employee.
Accounting
Department
Proposals
Sales
Representative
Administrative
Assistant

11. ABOUT US SHIP TRACKING AREAS
CONTACT US
SBS Delivery Solutions
Powerful Delivery Solutions for your Business
Site Map Customer Service Forms Gov't Services Careers Privacy Policy
Terms of Use
CREATE
ACCOUNT
LOGIN
We dig deep to truly understand your
unique business needs to provide
you with a delivery plan that works
best for your business. We
appreciate long term relationships
with our clients ensuring their
continued success. Our team is the
“best of the best” having all worked
with small startups to large
corporations. We know running a
successful business can take a lot of
money and time so we want to save
you both, by providing expertise in
shipping your products to your
customers in a timely fashion.
FIND US ON:

12. Site Map of Web Page

14. GREETING THE CUSTOMERS
 How to Say Hello, and Mean It.

15. When greeting a client in
person:
 Greet them with a firm handshake, eye contact
and a friendly smile. Introduce yourself and
your role in the company and how you will be
helping them
 (i.e. when going into a meeting).

16. When answering the phone:
 Example – “SBS Delivery Solutions, this is
Sally, how may I direct your call?” Be sure to
answer the call with a smile and a positive
attitude.
 If you cannot do this, please use our call forwarding system to
send the call to the next available employee, pack up your desk
and find the door. There is no excuse for your bad day to cause
negative feedback on our clients. Period.

17. Ice Breakers:
 Find the F’s
 “FINISHED FILES ARE THE RESULT OF
YEARS OF SCIENTIFIC STUDY COMBINED
WITH THE EXPERIENCE OF YEARS.”
 This is a poster located at the far end of the
conference room, a great way to “break the ice”
before starting a meeting with clients!
 (There are 6 F's in the sentence. One of average intelligence finds 3
of them. If you spotted 4, you're above average. If you discovered 5,
you can turn your nose at most anybody. If you caught 6, you are a
genius)

18. Dress Policies
 We are an internet based company. We feel
that the “Business Casual” look is the best for
our employees and our productivity.
 No ripped clothes, extra tight clothing, revealing,
proactive, or suggestive words, images, etc.

19. Engaging the customer “right
away”
 Our Website is our landing page and usually
the first place that our clients/customers will
see when they are looking for our prices, etc.
 A FAQ’s page and a contact us page including
our phone
number, email, Facebook, Twitter, and address
as well as customer testimonials and areas of
delivery.