In the highly competitive, service-driven printing industry, day-to-day interaction with the client is not only necessary but in fact is key to favorably differentiating the printer from its competitors.
Good customer service is accomplished only when people from all departments in a company—from sales to estimating to manufacturing—have been trained to understand each other’s problems better, work together, and maintain a smooth workflow.
In Customer Service in the Printing Industry, Richard E. Colbary looks at how companies can provide value to their clients by establishing a strong company-wide customer-care philosophy.
He examines the crucial areas of training, communication, and team building and addresses the role each department plays in offering a customer-friendly environment where service has the same importance as the product produced.
About the Author
Richard E. Colbary is vice president of the Graphic Arts Training Council, Los Angeles, California. He has 40 years of hands-on experience in the graphic arts industry, and has served the last 30 of those in production and customer service management for firms in Southern California. Colbary currently concentrates exclusively on writing and teaching.