Quality vendors provide excellent customer service

Extrusion engineers are regularly called upon to procure extrusion equipment, and raw material. An important part of the relationship with the supplier is the customer service provided. A quality vendor can really help the extrusion engineer by providing accurate information about their products in a timely manner. This month's extrusion technology column explores how quality vendors provide excellent customer service.

Customer Service Representatives

Quality vendors supply you with contact people to provide the following service:

Customer Service Representative	Service Provided
Administrative	This contact provides brochures, copies of technical bulletins, parts list etc.
Technical support	This appropriately qualified engineer, fields technical questions and performs problem analysis and design.
Sales rep.	This contact takes orders, quotes pricing and delivery and drafts contracts.

Make sure you have identified a contact person for all three services. If you do not, you might be asking for information from a person unqualified to provide you with an accurate answer.

How do these quality customer service representatives provide service?

- Provide accurate information in a timely manner

- Provide brochures, pictures, study data and technical bulletins overnight

- Provide clear ,concise, accurate correspondence

- Complete tasks in the time frame promised

- Update you immediately of delays or changes in circumstance

- Provide you with accurate and achievable quotes of price and delivery

- Back up product claims with data and documented studies

- Refer you to an expert if they are unsure of an answer, or unqualified to perform a requested task

Extrusion engineers are heavily dependent on excellent customer service and it is up to us to seek out quality vendors that supply such service.