STAFDA Releases Concierge Customer Service 2.0 Manual
The Specialty Tools & Fasteners Distributors Association (STAFDA) continues to provide the most up-to-date research and information with its series of educational training manuals.
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| STAFDA members have received the updated Conceirge Customer Service 2.0 manual. |
In partnership with STAFDA, Dr. Jeanne Hurlbert surveyed the association members and has updated the processes and techniques of customer service to create the Concierge Customer Service 2.0 manual.
Now in a post-COVID world, STAFDA requested Hurlbert to revise and expand the manual which was originally released in 2018.
Within the new business environment where texts are the common form of communication, the concept of customer service has become more impersonal and distant. However, it has not gone away.
The creation of great customer service experiences are still very important, especially in the construction/industrial channel where personal relationships and demoing tools drives the market.
Hulbert ranked STAFDA member survey input and came up with a list of 14 issues representing members’ greatest priorities and challenges.
The top three are:
- Retaining a quality workforce (96% of respondents)
- Increasing profitability (95% of respondents)
- Retaining existing customers (95% of respondents)
More than 83% of STAFDA members who responded to the survey said they viewed customer acquisition as a high priority. In the Concierge Customer Service 2.0 manual, Hurlbert details each priority.
All current STAFDA members have been mailed one free copy of the handbook with additional copies available at a nominal cost. The manual is available only to STAFDA members.
For more information on educational opportunities or membership, please contact Catherine Usher, cusher@stafda.org, 262-784-4774 or 800-352-2981.
CONTRACTOR SUPPLY MAGAZINE
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