Reminders

EMC: Hamilton and Niagara SIG focuses on the Customer Service function within their organizations

By Laura Gibson – October 26, 2011
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For our Hamilton/Niagara event we dipped into a new SIG topic when we decided to focus on the Customer Service department within a manufacturing plant. We had a diverse group of over a dozen manufacturers who all struggled with the Customer Service department getting the respect and training they need to be successful.

For our Hamilton/Niagara event we dipped into a new SIG topic when we decided to focus on the Customer Service department within a manufacturing plant.  We had a diverse group of over a dozen manufacturers who all struggled with the Customer Service department getting the respect and training they need to be successful.

Some of the areas we covered included:

  • What skills are key for the Customer Service staff to have?  This included a long list including people side (essential skills); geographical knowledge; problem solving and technical skills
  • The biggest challenge identified was managing customers expectations
  • We also identified the fact that even though all of the individuals in the room worked in Customer Service their roles were very different
  • What types of measurement can the Customer Service department provide at a company level to show their value and purpose within the organization?
  • How do you get time to train staff that must be on the phones at all times?
  • Is Customer Service a position or a function?

 Some training needs identified included communication training (for internal and external customers) as well as email training (how do you prioritize and organize your in box).

Watch for more special interest group sessions in 2012 focusing on the Customer Service function.

For more information on the Hamilton/Niagara SIG events and local happenings please contact Laura Gibson at lgibson@emccanada.org or 226-388-3894.

 

About the author

Laura Gibson

Field Service Advisor - Brantford region/KW-Cambridge region/Hamilton/NiagaraExcellence in Manufacturing Consortium (EMC)

In my professional life I've worked over 12 years in HR in manufacturing organizations. HR is a neat field to be in since it isn't industry specific but when I took a job in a call centre of 1000…

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Posted By:
Laura Gibson
 
October 26, 2011

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