Demonstrate Customer Orientation Flashcards
What systems of processes have you implemented to keep customers informed about the status of their requests or projects? Describe one system or process in detail.
LIMS - and reviews of large requests or preformace testing.
Situation Introduced software system called Labratory Information Management System (LIMS for short).
Action Test Submitals are recieved electronically and updates are sent to customer with status automatically
Result Customers can review data as it is completed.
Often, it’s difficults to know exactly what customers expect from your product or service. Tell me when you ID a customer expectation after is was initially difficult to do so.
We typically ask the customer questions to probe an issue and see where we can help them or partner with them.
Situations A large Facility Management firm complaining about the wearabilit and Cleanability of
our commercial carpets..
Action We wanted a face to face to understand the issue. We found that the problem was fraying seams due to Power Chairs, dirty carpet.
I formed a team of installation and cleaning experts and CLab and come up with a plan to help the customer . Customer Like the plan.
Results
Results I clearly ddemonstrate our recommendations would solve their problems with power chair wear. They are Shaw believers.
Now they use our recommendations and only deal with Shaw Products and services.
Sometimes organizational or technical barriers prevent us from delivering quality customer service. Descirbe a time when you identified and helped remove a barrier to effective customer service.
Situation RSVP had an new customer that needed detailed explainations about Resilient Specifications and Test methods. She need help for a meeting in 2 hours
Action I proved in a presentation and details about what they need in a video chat.
Result Shaw won the job due to our Technical Support.
How do you ensure that internal or external customers keep you informed of issues, concerns, and satisfaction in a timely fashion? Give recent example.
Typically we meet one on one with customers that have special needs or require RUSH status.
Situation Commercial Product managers need new product data ASAP .
Action - studied the testing that was taking too long, effected imporvements, set goal turn times base on data.
Results Now we are meeting the turn time requirement for new product launches.
Sometimes organizational or technical barriers prevent employees from delivering quality customers service. Describe a time when you identified and helped temove a barrier to effective customer service.
International Commercial Sales needed to provide Light Reflectance Value data to make sales - but they don’t understand what the test if for.
Action - I developed the test method and wrote a Technical Brief explaining the test and use with photos.
Result The data is now available for all commercial SKU’s and is part of all new launches. Fewer and fewer questions arise about LRV…
