For our customers, the experience begins as soon as they pick
up the phone to contact us. While our Field Service Technicians are the face of
a customer’s experience with the Northwest Group (CTX and QBSI), our Dispatchers in the Customer Care Center
are the voice. If a customer experiences long hold times, unclear
communication, or the feeling their concerns are not being addressed, then an
opportunity to provide great customer service has already been missed. However,
if a customer has a prompt, concise and attentive conversation when calling the Northwest Group, the tone has been set for a great overall experience. But great customer
service doesn’t end there.
As important as effective communication is to our Customer
Call Center, it is equally imperative to our Service Department. At the Northwest Group, we ask
that all of our technicians contact our customers within one hour of receiving
their service call to provide an estimated time of arrival. This allows a
customer to understand where they fall in our technician’s schedule. Since not
all copier repairs go as expected, not every ETA can be achieved, which is why
follow-up communication is absolutely critical. If a technician knows they
cannot meet an ETA, it is of the utmost importance that they communicate with
their customer to update them as soon as possible. Additionally, if a machine
is in need of parts that must be ordered from our manufacturers, and the part
arrival is delayed, step one is to contact our customer to update them of the
situation, and offer alternative solutions, if possible.
What does this all
mean? Communication is the key!
So, what does great customer service mean to me? That our
customers immediately know the expectations, are communicated with if there is
any delay, and what the plan is if there are any hurdles that our Service
Department needs to overcome. Now that’s great customer service.
Jim Wadsworth
Field Service Manager
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