In our ever-changing technological world, nothing can be expected to stay the same, except for great customer service. Regardless of the decade, industry, or interaction, customers deserve and demand top-notch care and service. Manufacturing is no different.
In fact, excellent customer service may be even more necessary in our online world than it once was. Customers and potential customers can likely review and post information about your company with ease, as the tools needed are right at their fingertips. You can bet they are doing their research before deciding which manufacturer to work with — and those with great customer service can gain a competitive edge. Positive interactions often lead to happier customers, which generally equals more repeat business, referrals, and success.
To improve your customer service, consider:
- Personalization – By providing customers with a personalized sales and service experience tailored to their needs, you can build stronger relationships and customers will likely have higher satisfaction. Try customizing your process for each client or responding with personal communication.
- Excellent Communication – Speaking of communication, the basis for great customer service is great communication. Make sure you and your team members promptly respond to emails, phone calls, and service requests. Provide service when and how they need it, even after hours. Be as courteous and helpful as possible.
- Sales and Service Partnership – Instead of having two separate departments, consider combining your sales and service departments to provide customers with great service throughout the entire process. Improved communication between teams can result in a better customer experience and likely improve sales!
- Human Touch – While it may be tempting to do everything as quickly and automated as possible, providing human interaction with clients is crucial for great customer service, according to the MFR Tech article. Get to know your clients and understand their business better. Pick up the phone or try to meet your customers in person when you can.
While customer service hasn’t always been at the forefront of the manufacturing industry, it is has become critical for this sector, too. In fact, according to the Salesforce article, as much as 69% of manufacturers will be working to increase their customer service teams by 2019 because they recognize they can no longer simply rely on good products. In addition, “71% of manufacturing service teams say they’ve become more focused on creating deeper customer relationships over the past 12–18 months. And 63% also say they’ve increased focus on personalizing service interactions.”
All of these changes lead to better overall customer service — and a leaner manufacturing environment in which customers feel heard and valued. Great customer service standards can set businesses apart and help employees improve their relationships with clients. The best part? It can ultimately lead to a stronger bottom line.