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Power Transmission Distributors Association is...

more than 300 power transmission/motion control distribution and manufacturing companies, representing over $20 billion in product sales.

Resources | Sales & Operations | Customer Service

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 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.