Do you know the best examples of customer service in manufacturing companies?
A Every entrepreneur wants their production company to be part of these examples.
With yours you can do it!
Put the customer at the center of your work, give them what they need and if you can, a little more, make a difference.
what will you get
- New customers.
Learn how to achieve this with the content I have prepared for you:
- The customer first.
- Examples of customer service in manufacturing companies.
- What makes them examples of customer service in manufacturing companies?
- Join the examples of customer service in manufacturing companies!
The customer first
To stand out as an example of customer service in manufacturing companies, you have to do something better every day.
For this reason, it should first be clear that customer service allows for an immediate and satisfactory response to a request.
The customer tries to solve his problem or need with a product.
So our response (or reaction) to your request depends on the satisfaction you achieve and repeat experience with the same company.
How it goes?
Taking into account that every effort is made to meet consumer expectations.
If you are successful, they will hire the service again and recommend it to family and friends.
Of course, you also need to keep in mind the employee or associate who makes customer service success possible.
The key is to focus on people rather than products, services, or the competition.
Do you want to offer exemplary customer service?
Watch how other production companies do it.
Examples of customer service in manufacturing companies
Large companies are an example because they focus their attention on the customer.
They were able to get their feedback and managed to understand it.
In addition, they are characterized by their customer service, because they have found the strength in themselves, i.e. in their employees, to win and keep customers.
Let’s see in detail what they do:
Examples of customer service in manufacturing companies:
Tesla. This American manufacturer of electric cars, batteries and other components pays attention to personalization and creates direct sales channels to the customer, i.e. it does not sell through dealers.
It has its own stores in the United States and other countries, but is moving towards full service, exclusively online.
It listens to customers to develop new products and strengthen quality processes as crucial factors in its overall strategy.
fiat. Another automaker that advises and listens to its customers’ suggestions to build its models.
This Italian company does this through its website, motivating the public to give ideas for the manufacture of its cars, putting into practice flexible and adaptable processes that allow the personalization of the final products.
xiaomi. Chinese company that manufactures electronic devices wants to meet high demand from its consumers by combining agile production and quality in its products.
How do you know?
They hear feedback from customers (whom he treats like friends) on the company’s user forums and pass it on to his engineers to develop products in just a week.
They then allow customers to test the features themselves. This is how they have built an extensive online community.
Harley-Davidson. It has a community of customers after buying a motorcycle. It connects customers with each other and with the brand, and provides quality after-sales service.
It creates experiences that built a Harley-Davidson lifestyle that it reinforces with exclusive events, unique products and style, a specific image, and discounts that recognize its customers are paying high prices to purchase its products.
What does it do?
A high level of loyalty due to the status that the brand has long retained.
So far the examples that I have selected for you.
Of course if you want more I will suggest others Customer Service Examples to Inspire You!
What makes them examples of customer service?
After seeing several examples of customer service, you might be wondering:
What do you do to achieve good customer service?
How do you know you’ve achieved it?
With perseverance, perseverance and clear goals.
Big companies like Google, Amazon, Intel, Microsoft, Facebook, Apple or Airbnb… use the OKR (Objectives and Key Results) method also known as “Objectives and Key Results”.
Practice it in your production facility, whether small, medium, large…
It is ideal to offer the best care and achieve customer satisfaction.
First define where you want to go, ie the quarterly goals (between 3 and 5) aligned to the mission and vision and expressed in measurable data.
Second, it plans the alternatives in accordance with the initiatives or tasks to be carried out to achieve the goals (3 for each key outcome).
And third, measure the progress of the most important results (2 or 3 per goal) with points.
For this I recommend the NPS (Net Promoter Score) or Net Promoter Score.
A measurement system for customer loyalty and satisfaction that makes it possible to determine the likelihood that a person will recommend a brand, company, product or service to a person close to them.
It is word of mouth.
It’s in a simple question to the customer, for example:
Would you recommend this product (service) to a family member or friend?
The possible answers are on a scale from 0 to 10.
0 is “not at all likely” and 10 is “very likely”; 5 is neutral.
There are 3 categories of customers:
- Promoter. They answer 9 or 10. They are very satisfied, loyal, willing to repeat the experience and recommend them.
- passives They answer 7 or 8. They are content but they are not loyal; You could keep up with the competition.
- Critic. They give grades from 0 to 6. They are dissatisfied customers.
Now that we have the answers, we get the NPS index as follows:
An NPS of 100 = All customers are promoters.
An NPS of -100 = They are all critics.
50 is an excellent result!
A result greater than 0 is a good result.
Collect data in person or through customer service tools such as email, social networks, websites, WhatsApp, SMS, phone calls…
You can ask the customer to expand their answer with a brief explanation. Question Why?
You will have interesting data to analyze and improve!
And now this?
Add the promoter clients in referral or referral programs!
Invite them to participate in testimonials, reviews, distribution through hashtags on social networks, bonuses for referrals, among others.
Reward them with loyalty cards, discounts, exclusive or limited products, delivery of introductory or free products…
As for the critics, analyze what they address and correct.
Finally, connect with passive customers to turn them into promoters.
Join the examples of customer service!
Now I’ll give you a set of data extracted from these exemplary experiences:
The customer first. By keeping the customer and making them the advocate of the brand, he attracts new customers.
Respond quickly and decisively.
Focus on customization. Each case is special, so make an effort to understand and participate.
Build up trust. It provides security for what you do with the customer’s data and resolves their doubts.
Use all necessary customer service tools.
Turn a bad experience into an unforgettable experience.
Create emotional relationships with customers. Practice empathy, gain trust.
Increase loyalty with incentive programs.
Exceed expectations. Deliver a little more than expected with exceptional experiences.
Create content, not ads. Create added value for the customer with useful messages.
Meet the customer. Listen, investigate, learn, and innovate products and services.
It uses the database, customer history and requests information about them from the customer service staff.
Continuously evaluate what you do for the customer.
Do not forget about the employees and employees.
And here I stop!
Because in addition to the client, you also have to look at the other side:
to those who take care of it i.e. to employees or collaborators.
They are the basis for the best customer service and this is how big companies understand it.
Therefore, they devote time to training, encourage empathy, combine training and personalization.
Treat the employee or associate well
Train him according to the needs of the company and its customers.
Encourage them to continuously improve. That they research, innovate, take action and have autonomy.
Provide resources to reduce attention time.
Provide him with creative or economic resources that will help him surprise customers.
Identify patterns, analyze data and create processes to work more efficiently.
Encourage employee creativity to solve customer problems.
Conducts qualitative and quantitative assessments of people and processes.
Review what went wrong, what went right, customer feedback, and common themes that you can identify and share with your team.
what can you get
- increase in sales.
- fidelity, loyalty.
- Buy and buy back.
- That they recommend you (word of mouth).
- Differentiate yourself from the competition.
- New customers.
- Trained and satisfied employees.
- Higher productivity.
There are many manufacturing companies that have followed the example of customer service and put it first.
By applying techniques and tools, they managed to become a model.
They also attached importance to the employee or associate.
Everything is based on the set goals and measurement of satisfaction with customer service.
Now that you know examples of customer service in manufacturing companies, practice similar actions!
Manufacturing companies like Tesla, Fiat, Harley Davidson and others are examples of customer service.
They have understood how to understand the needs of their customers, how to react to them individually, quickly and decisively, how to create emotional relationships and ultimately loyalty.
Because even they exceeded their expectations.
And to achieve this, they used the OKR method, also known as Objectives and Key Results, and evaluated their results using the NPS or Net Promoter Score system.
This has made them outstanding examples of customer service in manufacturing companies.
Design the right strategy and service model for your company!
And since I know you want to provide the best customer service and continue to pay attention to what other companies are doing, read:
Thank you for reading us.
Until next time!