The people who handle customer service for B2B companies quickly become the voice of the company when it comes to managing customer relationships. It’s an important role, because those team members are the customers’ first point of contact when they need help, need updates, and when they run into problems. That’s why it’s so important to create a system where customer service representatives can build strong connections with the customers. I sat down with Kathy Vogel, HUI’s Customer Service Coordinator, to see what advice she could provide about how to build these strong relationships.
When people first learn about our build to order policy, they tend to be a little skeptical that we can actually accomplish what we’re promising. Most manufacturers aren’t in place to follow the same build-to-order (a.k.a made-to-order) strategy as us, so it can be hard for people to believe it until they see it. However, once we do get a chance to prove our capabilities, they’re often impressed. It gives them a few reasons to question if they should consider switching to a supplier with a build-to-order policy, and here’s why: