What do you think constitutes superior customer service?
The answers to that question are myriad, of course, and depend largely on the type of business one is referring to. What’s tops in jet engines is different from ubiquitous online retailers or answering the phone at Butterball Turkey’s Thanksgiving hotline.
No matter the industry, in the end it invariably circles back to ensuring that customers are treated with respect, their concerns taken seriously, and they get their money’s worth. If it doesn’t, those companies won’t be in business for long.
Yes, it works that way with disposable gloves, too. We talked with members of AMMEX’s sales and customer service teams to learn where they, and the customers they help, place their emphasis.
“Customer service is at the heart of AMMEX and how we function on a day-to-day basis,” says Matthew B. “Our customer service team is top tier, responsive, efficient, effective, and gets the job done to keep us moving.”
Responsiveness, he says, is most important to our customers: “Communication is key, and getting back to the customer in a quick way along with getting orders filled and out the door is also critical.”
Just about every industry is plagued by inattentive customer service teams, of course, and disposable gloves are no exception. To be honest, some glove customers likely don’t rate an excellent customer service experience as a prerequisite to doing business. Disposable gloves are a commodity operating in what can be a purely transactional universe.
Room in our hearts for you
Place order. Pay invoice. Thanks for your business. Next?
There are others, though, to whom a stable and highly functional business relationship means a lot. Those are, it seems, the kind of customers attracted to AMMEX.
They understand the importance of working with a glove vendor they can turn to if things go sideways and say, “Please fix this.”
John G. agreed that “proper and timely communication” is what our customers want the most, along with a customer service team that consistently shows a willingness to help.
Lack of haste can lay waste
The most important aspect, says Vince J., is quickly resolving customer issues: “If there is not a quick fix, customer service should ask to draw from other AMMEX resources and get back to the customer with the resolution ASAP.”
For Stuart R., “timely response and satisfactory resolution is the most important aspect of effective customer service. A friendly personal touch is also valued.”
Another important factor, he says, is AMMEX’s insistence on personal responsibility and team buy-in: “Empowering the individual team members to act on behalf of the company creates trust with our customers.”
Ben P. believes the difference maker is our customer service team’s flexibility: “We respond quickly and take a customer-centric approach.”
Who doesn’t like free samples?
Leslie C. points to AMMEX’s policy of free glove samples, as well as marketing support that encompasses everything from email to product flyers to sales coaching, as value adds for working with AMMEX. Also central to our covenant with customers are such core competencies as high fill rates, compliance with standards, and 100% order inspections at the factory level.
For Chad C., “reaching out and collaborating with internal AMMEX resources for any specific customer need contributes to the success of our overall customer experience.
“Our customers are looking to AMMEX as a supplier that ships product at the correct price to the correct location in a timely manner, allowing them to focus on other aspects of their business.”
In the end, ain’t that at the heart of a beautiful relationship?