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100 Words or Less: How do you provide good customer service?

May 1, 2010 12:00 AM


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“Customer service starts with our ‘ideal customer profile’: a customer that values the supplier relationship and appreciates excellent customer service. Lowest-of-three-bid customers aren't significant accounts for us. Our commitment is to provide superior products and service, and we gift wrap that effort with effective communication and caring service. It's a day-to-day effort. While we embrace technology, we feel the only way to build a strong customer rapport and long-term relationship is face-to-face interaction. Technology is good for transactions, but not for growing relationships. Several times during the year we have ‘customer touch mailings’ to reach out to our customers.” — Bob Johnson, president & CEO, Johnson Printing Service (Dallas), an NAPL Customer Plus Platinum Award winner.