Issue link: https://iconnect007.uberflip.com/i/1487920
28 DESIGN007 MAGAZINE I DECEMBER 2022 door and throughout their day, had to wash and disinfect continuously, and had to main- tain a safe six-foot distance from each other. Workers who could work remotely did so. Stevenson: How did Sunstone create a cus- tomer-centric environment in this type of situ- ation? Secchi: With so many changes and unknowns, the critical part of creating a customer-centric work environment was put at risk. Some busi- nesses needed to reduce work hours, cut staff, or simply couldn't deliver the product or ser- vice that they had promised to their custom- ers. Company buyers and consumers alike were forced to search for new, reliable sources. Without a reliable source, businesses strug- gled to maintain production, causing a dom- ino effect further down the supply chain—no materials, parts, product, sales, revenue and ultimately, no jobs. Customer service people had their work cut out for them; they had to ensure ongoing business while providing reassurance and peace of mind to both their existing customer base and new customer prospects. Stevenson: What does customer service look like now, or rather, what does it need to look like to not only meet but exceed the needs of customers so that it's memorable enough to create loyal customer advocates? How do we create this exceptional level of service in today's world? Secchi: Simply put, it takes a team. Not just any team, but a team of committed customer service professionals who understand both the challenges of the company they work for as well as the needs and expectations of the customers that they also work for. To be able to support a customer and provide the highest level of service, you must first know what you can commit to and how best that commitment fits into the customer's supply chain—both in product and delivery. Aer all, isn't that what we all want when we're looking for a prod- uct or service—a company whose employees understand your needs and are willing to do whatever possible to meet those needs? Stevenson: What do you think customers are looking for? Secchi: With all the uncertainty, the one shin- ing light is how a business focuses on its cus- tomers and helps them be successful. Sure, everything may be a little different, but the customer's need is still there, and meeting that need is the most important thing. Customers are looking for a "reliable partner" that shows an understanding of their needs; one that gains their confidence and builds a level of trust that they can feel good about. Along with this, cus- tomers want to be able to reach you easily in a way they're comfortable with, so you need to provide multiple communication channels via technology—phone, chat, email, and text—so customers can feel confident about you and your work. ey also want you to be proactive in contacting them with both the good news and the not so good news. e important thing is that you proactively reach out and be that Al Secchi