Why Customer Service Always Matters – Even in Manufacturing
Everyone knows that customer service is huge in retail and hospitality. It’s essential in the financial and healthcare realms too. But manufacturing? Yes, customer service matters in manufacturing. It’s time all industries recognize the need to prepare and train their people for first-rate customer service via an established plan with a concentrated focus on servicing the consumer. This age of transparency and social media calls for nothing less. That is . . . if long-term success is the goal. In today’s online, socially-connected world, customer service is more important than ever before. With how easy it is to post a review and the encouragement to interact about every little experience on social media, customers are now in the driver’s seat.
- “For the first time, customers are in control of the dialogue surrounding brands and companies more than the brands and companies themselves,” suggests Work Wise Software.
- “Manufacturing customer service departments used to be cost centers. They were tasked with handling tough issues when things went wrong — whether that meant communicating with an angry customer about a late shipment or dispatching a field technician to repair a broken machine,” notes Cindy Bolt.
- “If you are in the manufacturing sector, you are witnessing the breakneck speed with which customer needs and demands can change. These changes are driving innovation within the industry. Nowadays it is critical for manufacturers to rethink their sales strategies and put customer satisfaction at the forefront,” notes the folks at Commercient.