Customer Etiquette

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

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Customer Etiquette

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

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