3 Types of Customer Service
1. Poor Customer Service
Think back to the last time you had a negative experience with a store. Maybe you had a question none of the employees could answer. Perhaps you called and were transferred from person to person before getting the assistance you needed. Or, maybe you were made to feel like you were an afterthought and your business wasn’t valued. Sadly, it’s safe to say most people have witnessed poor customer service like this. When you work in the manufacturing industry, experiencing this sort of situation can be detrimental. From receiving incorrect parts on an order to wasting company time on the phone with a representative, poor customer service can severely hurt your business. No matter how great their products might be, companies who treat you this way are sure to lose you as a returning customer.
2. Adequate Customer Service
At Span Tech, we have a saying: “Just enough is never enough.” Sure, adequate customer service is fine, but it only gets consumers so far. How many times have you faced a problem, been assisted by a representative and had your needs met…but only just? While this type of experience will help your business for the time being, it won’t necessarily provide long-term benefits. For example, let’s say you ask a representative a question about a product, and they provide you with an answer. They’ve done their job, the phone call ends and you continue on with your day. While things seem fine on the surface, adequate customer service like this ultimately lacks two things: time and energy. The representative hasn’t made an effort to learn about your manufacturing business, the role their company plays in assisting you or how they can help you succeed.
As a manufacturer, it’s important to focus on the big picture of your company. A big part of that involves having a supplier who understands your challenges, goals and overall mission. As the name suggests, adequate customer service falls short of achieving this for your business.
3. Excellent Customer Service
It’s great when things go right, but excellent customer service does so much more than that. This form of assistance goes above and beyond, while both meeting and surpassing expectations. If you’re one of the lucky ones, you know exactly what this looks like — a kind, helpful, positive interaction that kept your business on the right track.
Ultimately, excellent customer service leaves you feeling listened to, assisted and, above all, valued. It’s exactly what you can expect from the Span Tech team. From the moment you make the first phone call or walk through our doors, you’ll be met with a friendly voice or smile and a genuine desire to serve your business. We believe in serving our customers before, during and after their requirements are met. It’s the sort of treatment you deserve, and we wouldn’t have it any other way.