Issue link: https://iconnect007.uberflip.com/i/1487920
DECEMBER 2022 I DESIGN007 MAGAZINE 29 your team for their hard work. I love how each member thinks of themselves as a master chef, allowing them to cater and personalize the experience for each customer in each evolving situation. DESIGN007 Matt Stevenson is vice president at Sunstone Circuits. To read past columns, click here. Download The Printed Circuit Designer's Guide to... Designing for Reality by Matt Stevenson. honest, helpful partner they are looking for. Don't make them have to contact you; you need to reach out to them in an honest, help- ful, and timely fashion. Stevenson: Can you give an example of how you do this? Secchi: I tell my customer service team to con- sider themselves master chefs with "customer service" as a menu option and a main dish that everyone wants to be tasty and satisfying. Stevenson: ank you Al, it's great that your team strives to give customers peace of mind and improve their experience. I agree that it does take a team. A big shout out to you and Start with a high-quality product or service that you believe in and can stand behind. Add in a thorough understanding of your customer—who they are, what they do, and what they need. Show that you understand them and their needs, and that you care. Then, if (only if) you can meet that need do you share with them how you can help them be successful. Only make realistic commit- ments that you can stand behind. Be timely in all your communications as you mix in a good portion of proactiveness and work, as any good partner would. Now combine and add an unexpected positive—more than, or faster than expected. Ingredients: • 1 part high-quality product/service • 3 parts understanding customer needs and demonstrating this with understanding and care • 2 parts sharing how you can help the customer be successful • 3 parts promises you can confidently commit to • 2 parts timely and proactive communications • 5 parts exceeding your customer's expectations Mix these time-tested, critical ingredients with an easy, multi-channel way of communicating with your custom- ers that includes self-service FAQs where they can easily and quickly find answers to their questions. The result? An award-winning customer service dish. Lastly, always remember that you can only be as successful as you can make your customers. Good luck in the New Year and remember, be the best customer service master chef that you can be.