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Customer Etiquette
 

Customer Etiquette

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A method of discussing issues with customers using EDI (Electronic Data Interchange).

A method of discussing issues with customers using EDI (Electronic Data Interchange).

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    Customer Etiquette Customer Etiquette Presentation Transcript

    • Customer Etiquette By Jason McMahon EDI Specialist Homestead Fabrics Herkimer, New York
    • Customer Etiquette: Document Flow
      • Weekly (7 day) Average:
        • Purchase Orders: 3,064
        • ASNs: 1,767
        • Invoices: 6,533
        • Miscellaneous: 150
      • Total: 11,514
      • For 15 Customers
    • Customer Etiquette: Document Flow 753 Routing Requested (Send) - Shipping 754 Routing Assignments (Receive) - Shipping 810 Invoice (Send) - SAP 812 Debit / Credit Memo (Receive) - Excel 816 Organizational Relationships (Receive) - SAP 820 Check Register (Receive) - Excel 824 Text Message (Receive) - Text 830 Planning Schedule with Release Capability (Receive) - SAP 850 Purchase Order (Receive & Send) - SAP 852 Product Activity Data (Receive) - Excel 855 Purchase Order Acknowledgment (Send) - Shipping 856 Ship Notice/Manifest (Receive & Send) - SAP 860 Purchase Order Change Request (Receive) - SAP 864 Text Message (Receive) - Text 869 Order Status Inquiry (Receive) - SAP 870 Order Status Report (Send) - SAP 997 Functional Acknowledgment (Receive & Send) – Gentran
    • Customer Etiquette: Misconceptions
      • They are not customers who use EDI.
        • They are EDI customers.
        • If EDI comes up in the conversation I must speak with them.
        • If EDI appears on a sheet of paper I must read it.
        • If they are new customers, their EDI requirements must be setup first.
    • Customer Etiquette: Misconceptions
      • Thus I am GOD when it comes to EDI.
        • I am expected to perform Miracles.
        • No is not an option.
        • Yesterday is too late.
        • I am the first line of defense.
      • It is ALWAYS my fault until proven otherwise.
    • Customer Etiquette: Office Response
      • Ignorance is bliss.
        • Fix it, or make it go away!
        • Don’t bother me with details.
        • Only tell me what I have to do!
      • Never try to explain yourself.
      • Never bring it up in casual conversation.
    • Customer Etiquette: The Presentation’s Focus
      • Before Making Contact
      • Upon Making Contact
      • Follow-up
    • Customer Etiquette: Before Making Contact
      • Identify the issues.
      • Collect supporting evidence.
      • Get relevant feedback from coworkers.
    • Customer Etiquette: Before Making Contact
      • Identify the issues.
        • Be very clear in your own mind what is involved.
        • Focus on one issue at a time.
          • List issues in order of priority.
          • Exhaust each issue before going on to the next.
        • Confirm everything - Never ASSUME.
    • Customer Etiquette: Before Making Contact
      • Collect supporting evidence.
        • Old E-mails
        • Original EDI Transmitted Documents
          • Have ISA/GS information.
          • Have FA information.
        • Customer Manuals
        • Customer Web Sites
    • Customer Etiquette: Before Making Contact
      • Get relevant feedback from coworkers.
        • Corporate Office
        • Sales / Buying Office
        • Customer Service
        • Accounting
        • Shipping
        • Production
        • Research & Development
    • Customer Etiquette: Before Making Contact
      • Anger Management
        • I bring me to the Customer.
        • I have feelings as well as information.
        • I get upset over problems.
        • I am not supposed to let my feelings get in the way in my dealings with customers.
    • Customer Etiquette: Before Making Contact
      • Cool Off
      • Get it out of my system.
      • Go do something else.
      • Use not take my lunch hour.
      • Think lemonade when served lemons.
    • Customer Etiquette: Before Making Contact
      • Example of Managing Anger:
      • Helen was in an office down the hall from me working in customer service.
      • When things went wrong Helen would pick up the phone, scream at the person she was talking to, and hang up.
      • Then she would compose herself, pick up the phone, dial the number, and with the biggest smile she could muster, she would begin talking.
      • I never wanted to be around Helen when she was upset, but I applauded her ability to manager her anger.
    • Customer Etiquette: Before Making Contact
      • Phone Call or e-mail
      • Reserve phone calls for dialogue purposes:
        • Clear up misunderstandings
        • Share ideas
        • Clarify concerns and concepts
        • Give and receive immediate feedback
    • Customer Etiquette: Before Making Contact
      • E-mail
      • Reserve e-mail for documentation purposes:
        • Provides detailed information.
        • Confirms and documents previous discussions.
        • Allows customers time to respond.
        • Provides a forum for multiple responses.
        • Gives you a source for future reference.
    • Customer Etiquette: Upon Making Contact
      • Using the Phone
      • Get over the menus (800-555-1212 [2,1,4])
      • The person greeting you has NO idea why you are calling.
      • He/She is not a part of the problem.
      • They are there to help.
      • Ask for assistance, don’t demand it!
    • Customer Etiquette: Upon Making Contact
      • Using the Phone
      • Smile!
      • Talk with customer service not to them.
      • Be brief and to the point!
      • Get them on your side.
      • Stress solution not confrontation.
      • Leave feelings OUT of the discussion.
        • Feelings come through your voice regardless.
    • Customer Etiquette: Upon Making Contact
      • Using the Phone
      • Take notes
      • Record the person’s name, phone number and specialty.
      • Thank them for their assistance.
    • Customer Etiquette: Upon Making Contact
      • Using E-mail
      • Include only those who are involved.
        • If replying delete everyone who’s not involved.
      • Read over your message for clarity, punctuation, spelling and flow of thought.
        • Ask coworkers to review it if you are not sure.
        • For example: i will ask jcp to push. i dont know what can be done knowing it is the end of the day and the note indicated we would have orders in mail box tomorrow or wednesday. i will send note to lead inventory control specialist as they are at a quarterly recap meeting. gary
        • How many mistakes do you see?
    • Customer Etiquette: Upon Making Contact
      • Using E-mail
      • Leave feelings OUT of the text.
        • Feelings come through regardless.
      • Reduce the content of chain e-mails to that which you are responding to.
      • Put the name of the customer in the Subject Line.
    • Customer Etiquette: Upon Making Contact
      • Using E-mail
      • Add any new e-mail addresses to your address book.
        • Also note their phone number and specialty.
      • Save the e-mail in a relevant folder for future reference.
      • Backup (Archive) your e-mail file.
    • Customer Etiquette: Follow-up
      • Allow 24 hour response to e-mail.
      • Resend it if there is no response.
        • Call if necessary to see if they got it.
      • Note in calendar any future response that is needed.
    • Customer Etiquette: Follow-up
      • Keep a file of your contacts.
      • I use a 5 x 8 ½ card for each customer.
      • Record the menu choices with the phone number.
    • Customer Etiquette: Follow-up
      • Follow and document the advise you were given.
      • E-mail and meet with those departments that are affected.
      • Develop strategies that either correct the problem or point in a new direction.
      • File away all relevant paperwork for future reference.
      • Make a copy of all contracts submitted to the customer.
    • Customer Etiquette: Summary
      • I am GOD when it comes to EDI.
      • Use not take my lunch hour.
      • Clarify and document all issues.
      • Customer Service is there to help.
      • Take notes.
      • Follow and document the advise you were given.
      • Spread your findings to all relevant departments.
    • Customer Etiquette:
      • Thank you for attending.
      • I hope you found this presentation helpful!