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Power Transmission Distributors Association is...

the leading association for the power transmission/motion control industrial distribution channel, bringing together distributors and manufacturers.

Customer Service

Each and every time a member of your company communicates with a customer, it’s an opportunity to provide a superior experience. Build customer satisfaction by developing the communication skills of your front-line employees with the Concise Communications Best Practices Paper.

Concise Communications Best Practices

As the service industry becomes more digital, it’s important that your company understands how to
translate human-to-human customer service in a digital world. This paper (first of a three-part white
paper series) explores how to better service the customer by email.

Please sign in to download the Concise Communication in Today's Impersonal World White Paper.

According to PTDA’s Voice of the End Customer report 83 percent of end customers are placing orders
via email frequently or very frequently compared to just 58 percent using the phone with a sales rep
and just 53 percent over the phone with a customer service rep. With the majority of customers
communicating with customer service representatives through email, it is important to distinguish
urgent requests from less time sensitive matters. With this in mind, employees need to understand
and address the customers’ needs and requirements in the most concise and effective way possible.

This paper will focus specifically on email requests and how customer service representatives can
identify urgency and level of prioritization through the creation of a matrix adapted to your
customer service department. Email templates, sample questions and general guidelines are also
included to aid representatives in the customer service communication process.