The Importance of Dyplast’s Customers

By Joseph Hughes

The dictionary definition of a cus-tomer is a person, company, or other entity that buys goods and services produced by another per-son, company, or other entity.

This is a true statement and well known by all of us. We are all cus-tomers in our daily lives.

However, there is a follow up ques-tion that Dyplast personnel should

responsible for our customer’s sat-isfaction. Each one of us working on the Dyplast team is responsible for each one of our customers.

The following are simple but pow-erful thoughts we should all keep in mind every day as we think about our positions, the quality of our work, and the importance of Dy-plast’s customers.

ask. “What is my role with custom-ers in my position?”

Each member of the Dyplast team is responsible for all of our customers and for their total satisfaction.

We are all responsible to fulfill our customers’ orders “On Time and In Full.”

No one department can be held

What’s a Customer?

I. The customer is Dyplast’s reason for being here.

II. It takes months or years to find a customer; seconds to lose one.

III. Always be courteous and polite during each customer contact.

IV. Always do more than is ex-pected when you handle a customer and more im-portantly a customer com-plaint.

V. Never promise more than we can deliver.

VI. Continually look for ways to improve quality and add value to products our cus-tomers purchase.

So please take a minute out of your busy day and think about the im-portance of our customers, the valuable work you do for our cus-tomers, and the impact of your work at Dyplast.

Thank you to each and every one of you for all your fine efforts at work.

“Thank you for calling Dyplast, how may I help you?”

This is an all familiar phrase. ARS is short for Account Relations Spe-cialist.

ARS are our front line workers. They are the individuals who are on the other side of the receiver who answer our telephone lines and take customer orders.

A Customer Creed � Meet the ARS! Understanding that our custom-ers are not only purchasing a product but a service is an em-bedded notion that they are re-minded of each time a call is an-swered.

They are aware that our custom-ers have certain expectations when placing an order and they work with our production team as well as our transportation car-riers to meet customer expecta-tions.

Our ARS are Natalia Tapia and Leticia Sanchez.

Their job is to make sure they are precise in their order taking en-suring that the measurements, the quantity of sheets and product

Natalia Tapia & Leticia Sanchez

density requested have been tran-scribed correctly on the picking sheets.

They verify production has the in-ventory in stock, they concur with credit on whether the customer is cleared from a financial stand point and they confirm with transport carriers that the load can arrive when the customer specifies. Last-ly, they bill ensuring the pricing on

the invoices is what the customer was quoted on the phone.

Another not so nice task is taking complaints. In the unexpected event that the customer is not happy about a delay in an order, or receiv-ing the wrong order, or receiving material that might have a defect, our ARS have to appease that cus-tomer.

They have to fill a Quality Improve-ment Report with specifics about the arguments presented by the

customer and submit the report to our management team so that they can in turn investigate what has oc-curred.

Bottom line, they have to ensure customer loyalty every step of the way. Each word and action has to be methodically thought out.

Their interaction with customers is key to ensuring that customers con-tinue dialing Dyplast to place or-ders. What a juggling act they faced

with each call and they must do it with professionalism and in a courteous manner.

As we look at what’s yet to come, we are pushing the bound-aries of these individuals by in-troducing them to our social me-dia strategy through training and developmental assignments.

Our goal is to enrich their exist-ing positions and work towards strengthening our branding.

Meet the ARS! (continuation)

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