Original Date: 07/08/2003
Revision Date: 01/18/2007
Best Practice : Superior Customer Service
In Tolerance goes to great extent to provide excellent customer service. Along with handling inquiries, providing quick responses, and conducting customer feedback surveys, In Tolerance also understands the special requirements and desires of its customers and ensures those needs are noted and fulfilled as part of the order.
In Tolerance goes to great extent to provide superior customer service. Along with handling inquiries, providing quick responses, and conducting customer feedback surveys, In Tolerance also understands the special requirements and desires of its customers and ensures those needs are noted and fulfilled as part of the order. Parts are machined to customers’ prints and specifications, and customers are asked about their additional requirements. These requirements are documented and updated when new needs are discovered.
It is important to In Tolerance to not only bring in new work, but to also provide excellent service to its current customers. In Tolerance’s customer services are a shared responsibility among the Vice President, General Manager, Shop Manager, Quality Assurance Manager, and Sales Manager. Each person answers telephone inquiries and has detailed knowledge on how to access the correct data to respond immediately. Inquiries include specific lead-times and scheduling, pricing, and quick pricing on items of different quantities. In Tolerance is also proactive in handling unforeseen issues which might negatively impact schedules by informing customers in advance. A unique aspect of In Tolerance’s customer service is keeping a list of the special needs of each customer. When a purchase order is received, In Tolerance meets with the key people to review any special requirements, and notes them on the route sheets, which ensures they are fulfilled during production. All orders (300 to 400 orders) are reviewed twice a week to verify that all requirements are being met, including the special needs of the customers.
Since customer service adds additional cost to the product, it must show value. In Tolerance receives many testimonials that support its superior customer service, and the company conducts annual surveys to capture feedback from its customers. Feedback is reviewed and used to improve the customer service process. By “going the extra mile,” few surprises enter the business of delivering parts in compliance with the customers’ needs and specifications. As a result, In Tolerance boasts a 99.9% across-the-board compliance.
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