In a world where choices are endless, a buying decision often comes down to how a customer is treated. One wrong response/action can completely erase months or even years worth of relationship building. And that can be detrimental to a business.
At Wheatland Tube, we count on our customer service representatives to manage the day-to-day communication with our customers. These individuals are the ones helping our customers get what they need, when they need it. And they do it day in and day out with smiles on their faces – something we know our customers can hear through the phone!
I recently sat down with Carol Pylypiw, the manager for customer service and pricing for our standard pipe division, and Toni Thacker, the customer service manager for our electrical and mechanical divisions, to talk about customer service and its importance to an organization, specifically Wheatland Tube. Here’s what they had to say:
Q: Why do you think customer service is so important to an organization? How do you and your teams go above and beyond to continuously exceed our customer’s expectations?
Carol: “Customer service is an extension of our sales force; we can make or break a sale. We know our customers don’t forget when we do something outside of our guidelines (i.e. break a bundle of pipe when they only need a few pieces to satisfy their customers’ requirements). As a rule, we don’t say no unless we have exhausted all possibilities.
In speaking with our regional sales managers, they feel the customer service representative (CSR) has more direct interaction with the customer than the outside sales rep. The CSRs are able to establish great relationships because of the constant contact and variance they deal with. On any given day, a CSR could deal with the same customer on quotes, expediting, MTR’s, quality issues, etc. The point is: there are a lot of opportunities to make us or breaks us with a customer. And while the outside sales rep can make the call, it’s the CSR who really has the ability to influence where the relationship goes from there.”