The Commercial Service (TCS) is the global business solutions unit of the Department of Commerce. It offers U.S. Companies:

• Wide and deep knowledge of markets and industries.
• A unique global network.
• Inventive use of information technology.
• A focus on small and mid-sized businesses.
• The clout and cachet of the U.S. government.

The Commercial Service can help your business compete and win in the global marketplace.

Commitment to the Client

The Commercial Service is the premier global business solutions provider of the Department of Commerce. TCS is a dedicated global organization committed to achieving 100% customer satisfaction. It strives to provide exceptional customer service: meeting and exceeding client expectations and cultivating repeat and loyal customers. TCS pledges to provide flexible and comprehensive products and services. TCS will constantly improve client service to deliver a consistent and quality experience for each and every Commercial Service client. TCS empowers people by providing the necessary tools to act quickly to resolve client complaints. This is a commitment to the client, both internally (fellow colleagues and employees) and externally (U.S. companies, trade associations, foreign buyers, State organizations).

TCS's commitment is strengthened by their Mission, Vision, Value Statements, and Client Service Principles. Collectively, they set a philosophy of how to achieve exceptional customer service.

Mission

The Commercial Service shall place primary emphasis on the promotion of exports of goods and services from the United States, particularly by small businesses and medium-sized businesses, and on the protection of United States business interests abroad.

Vision

TCS is the U.S. Commercial Service, the best source of customized solutions for U.S. business to compete and win in the global marketplace.

Value Statements

The members of the U.S. Commercial Service take pride in public service and in knowing that their mission creates economic prosperity and more and better jobs for all Americans. TCS pursues excellence in client service and satisfaction. TCS develops public and private partnerships to better reach and serve their clients. The work is meaningful and produces concrete results. TCS believes that diversity makes it stronger. TCS rewards performance, and makes integrity and accountability the solid foundation of the organization. TCS encourages creativity, and believes learning and change are integral to quality of service and to career development. TCS leaders listen, inspire and empower. Co-workers show mutual respect. TCS works together in an environment that nourishes growth as team players and as individuals.

Client Service Principles

The following principles guide all TCS employees in pursuing excellence in client service and ensure the client is at the forefront of everything it does. These principles incorporate research and studies by customer relationship management departments and consulting firms. These steps of service ensure satisfaction, retention, and loyalty.

• 1. Treat each client in a manner that makes the client feel welcomed, valued and respected.
  • Initial contact with a client (whether instigated by you or the client) is an opportunity to make a positive lasting impression.
  • Your persona with the client and willingness to help is in direct proportion to your success in developing a long-term client relationship.
  • Maintain an upbeat demeanor when working with clients no matter what the medium, as clients can sense your enthusiasm and sincerity.
  • Listen to what the client wants and expects by maintaining an engaged composure, asking questions, and responding appropriately.
  • Recognize the individuality of clients and respond appropriately with a viable solution.

• 2. Be a valuable asset in helping the client develop and fulfill their objectives.
  • Work together to develop flexible, customized and long-lasting solutions.
  • Take the time to understand the client's product/service and business operations by gathering the appropriate information.
  • Be forthcoming and honest in all advice and counseling--even if it is to advise the client that a certain market is not the best for them. The client is relying on us to guide them through the exporting process successfully and securely.

• 3. Capitalize on the organization's global network by working and communicating openly as a team.
  • Work with colleagues as a team to provide seamless client service and transparent relationships.
  • Share the responsibility of delivering a great client experience with your colleagues and partners.
  • Provide high-quality, relevant, and useful information in a timely manner.
  • Remember that your team is counting on you so perform the best job possible.

• 4. Build goodwill and loyalty by delivering for your client.
  • Be accommodating and make every interaction count.
  • Respond to all internal and external inquiries within 48 hours. If you don't have a final answer, follow-up with a date of when you will deliver an answer.
  • Follow-up with the client throughout the relationship on a regular basis.
  • Deliver what you promise.

• 5. Take responsibility for your client's satisfaction.
  • Whoever receives a complaint will own it and resolve it.
  • Start with YES! Give solutions, not excuses. Be creative and make every effort to resolve concerns.
  • Promise 100% client satisfaction, or your money back.

• 6. Wow the client and increase client loyalty. Exceed client expectations in both delivery and satisfaction.
  • Reap the benefits of a satisfied client so that they will become a repeat client and a salesperson for the Commercial Service. Your job will be a lot easier with repeat business and referrals.
  • Strive to be the best! You are the Commercial Service's best asset. Invest in your professional development and increase your trade knowledge, therefore increasing your value to the client.
  • Always be an ambassador of the Commercial Service by talking positively.

Tools

The following tools will empower all Commercial Service employees to deliver what they promise to the client and manage client expectations.

• Refund Policy
• Employee of the Month
• Best Practices
• Quality Assurance Surveys
• Client Recovery Process
• Training
• Internal Employee Survey
• Employee Feedback (TCS Hotline and CRM Suggestion Box)
• Protocol of Communications

The U.S. Commercial Service: A Snapshot

Founded in 1980, the U.S. Commercial Service is a Commerce Department agency that helps U.S. companies, particularly small and medium-sized businesses, make sales in international markets.

The agency's network includes 107 U.S. Export Assistance Centers throughout the country, and more than 150 offices overseas.

Last year, the U.S. Commercial Service facilitated over $23 billion in U.S. exports, and conducted nearly 150,000 counseling sessions with American companies.