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Wednesday, March 26, 2014

Stories from the Field

“Great customer service.” What does that phrase mean to you? I hear it nearly every day, and yet I wonder how different people interpret this concept. A wholly intangible idea, this can be difficult to define.

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