8 Keys to Customer Service Success
By Julie Bien
Here at ProVia, our mission is “To serve, by caring for details in ways others won’t.” You can find this pretty easily on our website. We don’t hide it in a tiny font on some page you have to click through ten links to get to, because it’s integral to who we are as a company. We understand that making sure our customers feel heard and valued is key to your success and ours. We’re a team. I’ve worked in Customer Service for a long time and there are some key ideas that are incredibly important to the success of our team. I’d love to share these with you so you can get to know us, and how we operate, a little better.
8 KEYS TO CUSTOMER SERVICE SUCCESS:
1. Every customer is important.
This is the core of who we are. I can’t “care for details in ways others won’t” if I don’t believe this. Whether you’re the most recent customer to sign on with ProVia, or you’ve been with us since the beginning, you’re important, and we value your opinion.
2. We don’t know everything.
Sometimes we like to think we know everything. But when it comes down to it, we’re going to get questions we don’t know the answer to. What I’ve found is that most customers don’t expect us to know every answer, but they do expect us to be able to find every answer. We have a team of experts here at ProVia that we can leverage to get any information you need about our product lines and we’re committed to getting it right the first time, even if we have to spend some time looking for the answer you need.
3. Do what you say you’re going to do.
This can be easy to forget when the busy days come. If you say you’re going to call someone back, call them back. Even if you have to call your customer to say you don’t have an answer yet, that’s okay! It’s better than leaving them twisting in the wind wondering what’s going on. If the customer has to follow up because you didn’t, it probably won’t be a pleasant call.
4. When I’m wrong, I fix it. Now.
As much as we try, we don’t always get it right. Return calls don’t get made. A re-order doesn’t get entered correctly. But we believe in the value of recovering together. That means if we make a mistake in the manufacturing or ordering process we admit it. And we fix it. Now. We take ownership and offer accountability: “Here’s what I’m going to do to fix this issue today.”
5. We don’t just listen when suggestions are offered.
We take action! Your opinions matter and we take them into account as we work to improve our offerings. We have a feedback system we use to forward all of your questions, comments and concerns to the appropriate departments. We’re always looking for ways to improve what we do. In fact, Continuous Improvement is another one of our Core Values.
6. Have fun! Not every word of every conversation has to be about ProVia.
We want to get to know you! We might not ever know you as well as your best friend, but we still want to have some fun with you. How’s the weather? Any fun plans for the weekend? Did you just come home from an awesome vacation? Talk to us about it! We have a great team here in Customer Service. We’re always ready to share a laugh. If you can’t think of anything to talk about, ask us about our monthly “theme days.” Some of the costumes our teammates come up with are pretty funny.
7. Come see us!
We offer tours of our plants (you can set this up with your account manager), and we love it when customers stop by at Customer Service to say hi. It’s always fun to put a face with the voice and spend a few minutes chatting.
8. Please give us a call.
Don’t hesitate to call us. That’s what we’re here for. No question is silly if you don’t know the answer to it. And you know what, if we do decide it’s a silly question, we’ll tease you about it. But it’s all in good fun. And you’re allowed to tease us if we give you a silly answer, too!
If you’ve stuck around to read the end of this blog, I hope you’ve realized we like to have fun while we’re at work. But we also take our jobs pretty seriously. We strive to be the premier building products manufacturer, providing unmatched quality and service. Customer satisfaction is a top priority and we will do whatever is needed to make sure you’re taken care of. So, thanks for being a ProVia customer. I hope we get the chance to talk soon!
I truly believe your teams are the best in the business in customer service. Every word written in this blog is true. And it was a pleasure meeting Julie in person earlier this year. When a team stops and acknowledges visitors you know they mean business! Thanks for all you do, and helping us improve our customer service as well.