The key to any successful relationship is communication. This is particularly true between showroom sales staff and a manufacturer's customer service department. To efficiently serve end users, we must all understand each other's requirements - we can all appreciate that time is of the essence and there is no room for mistakes. Whether it is simply checking the status of an order or troubleshooting a problem, a prompt and helpful response should always be the outcome. This raises the question, "What can be done to guarantee a positive solution for the end user?"
When troubleshooting, the first step is to get an adequate description of the issues. Before contacting the manufacturer, make sure you have all your information together and with you. The initial interaction should consist of the inquiry or issue being presented in a detailed summarization, and the sales person should have the issue's entire history. Provide the dates that anything pertaining to the customer began, up to and including the current status or situation. If you previously worked with another representative, make sure the current representative knows this. All information is pertinent and should be relayed upon the initial contact to avoid confusion. The saying, "a picture is worth a thousand words," also applies to troubleshooting. If possible, always get a picture of the product or issue in question before contacting the manufacturer. Being prepared is essential to a speedy solution.
Other basic information to have available: the model number of the unit eperiencing the problem, the purchase order it was originally ordered on, when it was installed, when the problem began, and a comprehensive explanation of what the problem is. If you have a faucet with a leak, then know which side is leaking. If there is low pressure from a shower head or hand shower, be ready to advise if this has been a problem since installation or whether it has just started recently. If it is a toilet is not flushing properly, have a video ready to show the manufacturer. If a customer claims something is missing from an order, be ready to provide the purchase order number. If there is a finish issue, find out what the end user is using to clean the product and when this problem began. Providing all of this information in the initial call to customer service prevents having to go back to the end user multiple times.. The more information you have upfront, the quicker issues can be resolved.
When submitting an order, the sales person should always be sure they receive a confirmation. This may seem like common sense, but it's a critical piece of information and lets everyone know that the order has been received and processed. More importantly, you can use this confirmation to ensure your order was processed correctly and confirm the expected ship date. It is important to understand the difference between ordering a stock item versus ordering something that is made to order. Be sure to have the purchase order number and date that the order was submitted available when calling to check the order status. If you did receive a confirmation, offer the confirmation number to the customer service rep if they are having difficulty locating your order. Ask questions to understand the production of the material on your order, so you can provide the end user with a precise explanation of where the order is and the expected time it will take to be completed. The end user tends to be more understanding when you are able to provide all information pertaining to their order. This also builds confidence because you know the exact status of the order. If an order needs to be rushed, alert the customer service staff before placing the order - this is not always possible, but it is always worth the effort. Before ending the call, be sure to have the customer service rep commit to a follow-up date. Work together with the customer service representative to ensure all information is current and accurate.
As George Bernard Shaw said, "The single biggest problem in communication is the illusion that it has taken place." When reaching out to a manufacturer, assume they know nothing of what you are inquiring about and be prepared to provide them with all of the information you can.
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