News & Updates

The Importance of Customer Service

What Does Customer Service Mean? –Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer’s requirements are met.

10 Customer Service Skills

  1. Responsiveness – Morcon will call you back!
  2. Respect
  3. Relationship driven
  4. Patience
  5. Responsibility
  6. Concern / Empathy
  7. Attentiveness
  8. Effective Listening
  9. Flexibility / Creativity
  10. Positive Attitude

I could add a dozen more customer service skills to the list but in the end, good customer service and great customer service representatives, do whatever is necessary to assist the customer and the company they represent.  Somehow I have always known this.  I have gone through life as a customer and I know how I like to be treated and it entails everything on the above list…. and more.  Morcon customers are at the top of our triangle and we treat them the way we want to be treated.

As my family begin the Morcon journey over 30 years ago, I knew Morcon was always my destiny, and I immediately fell into the role of serving our customers for the past 30 years.  I have been honored to work with an entire team and for a company who shares the same customer philosophy that I do.  At Morcon, high quality customer service is an every day practice.  Putting the customers first comes naturally to our team and we fully understand that it is our customer base that makes Morcon special.

Over the past few years I have received constant feedback from partners across the country in regards to our customer service and sales interaction. Some of their heartfelt and genuine sentiments include:

  • “Morcon is our favorite vendor!”
  • “Morcon is best in class.”
  • “Morcon is the best vendor in our lineup.”
  • “Wow. That was the best sales presentation we have had in years.”

Of course as a sales person, my ego swells and I want them to continue with the compliment! This leads me to make a mistake by asking the following question: “Thank you very much, may I ask why that is?”  Almost each and every time the responses are the same:

  • “Your team always calls and emails us back…quickly.”
  • “Morcon steps up to help when we have a problem”
  • “The Morcon team educates us”
  • “Morcon Tissue cares and is authentic in how they present themselves.”
  • “You all have passion.”

My ego quickly deflates and I realize that somewhere along the line the bar has been lowered.  Isn’t the above required in all business?  These acts all seem pretty foundational to me.

I recently was asked to sit on a panel in front of college students and was asked what advice you would give to these young, aspiring sales professionals.  My answer was, “Call and email people back.”  It is as simple as picking up the phone or typing out a response and yes, this will set you apart from the majority of your competition.

On a daily basis I listen to customers, I study and watch the markets closely and I have come to the conclusion that customers are starving for company’s who live and breathe good customer service with a team who truly cares   Just by offering high-quality customer service you can set the foundation for long lasting prosperous relationships!

 

Written by Laura Morris, VP of Sales 

Laura Morris: Vice President of Sales at Morcon a Paper Towel Converting Company

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