Busi­nesses brush up on cus­tomer ser­vice

Pilbara News - - Business - Court­ney Fowler

■ More than 100 lo­cal busi­ness own­ers and ser­vice providers in the Pil­bara ben­e­fited from a se­ries of work­shops de­liv­ered by cus­tomer ser­vice ex­pert Gra­ham Harvey last week.

The three-hour work­shops in South Hed­land and Kar­ratha con­cen­trated on im­prov­ing strate­gic busi­ness-to-busi­ness re­la­tion­ships and cus­tomer ser­vice stan­dards.

Mr Harvey said the work­shops were de­signed to help re­gional busi­nesses iden­tify key as­pects crit­i­cal to good cus­tomer ser­vice, and how to in­cor­po­rate th­ese prac­tices into their own busi­ness.

“We looked at build­ing and main­tain­ing strong busi­ness-to­busi­ness re­la­tion­ships, im­ple­ment­ing pro­cesses and util­is­ing tech­nol­ogy to im­prove cus­tomer ser­vice stan­dards,” he said.

“Same­ness is one of the big­gest bar­ri­ers to busi­nesses in WA, so we have looked at how to cre­ate a point of dif­fer­ence in a com­pet­i­tive mar­ket­place.

“The smart com­pa­nies are con­stantly in touch with un­der­stand­ing who their cus­tomers are and con­tinue to evolve their cus­tomer ser­vice lev­els to meet the ever-chang­ing wants, needs and ex­pec­ta­tions of cus­tomers.”

Mr Harvey said the ad­vent of on­line shop­ping made it more crit­i­cal than ever to main­tain a high level of cus­tomer ser­vice.

“Par­tic­u­larly in re­gional ar­eas, you are no longer just com­pet­ing with the busi­ness down the street, you are com­pet­ing with hun­dreds and some­times thou­sands of other busi­ness around the world,” he said.

“One of the ways we are able to com­pete in re­gional ar­eas is by es­tab­lish­ing very strong re­la­tion­ships with cus­tomers.

“Busi­ness has evolved be­yond the prod­uct and ser­vice

“It’s now about ex­pe­ri­ence and the treat­ment that cus­tomers en­counter when they do busi­ness with you.”

The cus­tomer ser­vice work­shops were de­liv­ered through the Busi­ness Cen­tre Pil­bara and funded by Roy­al­ties for Re­gions.

Busi­ness Cen­tre Pil­bara chief ex­ec­u­tive Paul Jag­ger said he was pleased to re­turn to South Hed­land for the first time since the clo­sure of the or­gan­i­sa­tion’s branch in June.

For more in­for­ma­tion on work­shops de­liv­ered by the Busi­ness Cen­tre Pil­bara, visit its Face­book page.

Pic­ture: Court­ney Fowler

Busi­ness Cen­tre Pil­bara chief ex­ec­u­tive Paul Jag­ger with cus­tomer ser­vice ex­pert Gra­ham Harvey.

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