New GATFPress Customer Service Book Helps Firms Develop People Skills
Press release from the issuing company
Pittsburgh, Pa., May 11, 2001 - Quality customer service is more important today than ever for several reasons. E-commerce has changed how customers purchase printing, bringing automated procurement practices that some fear will reduce printing to a price-based commodity. Shortened cycle times have dramatically worsened the daunting task of understanding the client's needs, communicating promptly and clearly, and reacting creatively. Due to rapid technological changes in our industry, many highly departmentalized printing companies have introduced specialists to augment the traditional one-on-one CSR/customer relationship. Last, technology that is readily available to all printers should not be relied upon solely to differentiate one from its competitors.
As the printing industry rapidly develops its technical skills, a new book from GATFPress helps firms develop their people skills. Customer Service in the Printing Industry provides a detailed overview of the need for improved customer service by all staff in the printing industry and offers approaches for implementing improvements in the workplace. The insights and guidelines discussed in this book make it a practical training tool for building customer service resources and internal cohesion that will enable firms to grow and prosper.
With 40 years of hands-on experience in the graphic arts and a developer a series of customer service classes, author Richard E. Colbary found there was a lack of resources extending customer service to the whole company. "Successful firms have trained people throughout the firm to understand each other's problems better, work together, to iron out the kinks in the workflow, and to realize that no one will be working if the clients aren't happy." His unique book focuses on bringing an entire company into a team dedicated to customers.
Colbary begins by examining the customer's point of view and the responsibilities of those involved in sales and customer service. After reviewing the unique part each department-including estimating, scheduling, and production-plays in the area of customer service, the whole picture is presented in the form of a customer-focused philosophy. Various training options are explored.
Richard E. Colbary is vice president of the Graphic Arts Training Council, Los Angeles, California. Dedicated to enhancing management knowledge and employee skills, he teaches his series of customer service classes for graphic arts associations and individual companies, and is a much sought-after lecturer and consultant in the graphic arts industry.
"As dozens of e-commerce vehicles vie for our attention and that of our clients, companies that build quality customer service programs will be the high-profit printers of the future," says Colbary. "Those will be the firms that print buyers will select regardless of the siren calls of e-commerce and the preachings of procurement management consultants."
Customer Service in the Printing Industry (ISBN 0-88362-247-5), a two-color, hard cover, is available for $75 ($55 for GATF/PIA members), not including shipping. Orders may be placed by contacting GATF by phone at 800/662-3916 (U.S. and Canada) or 412/741-5733 (all other countries); fax at 412/741-0609; or online from the GAIN Bookstore. Mail orders to GATF Products, P.O. Box 1020, Sewickley, PA 15143-1020. Indicate Order No. 1594.
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