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Customer Service Part 1: It’s More Than A Call Center

Providing great customer service is not always as easy or obvious as it sounds. Many businesses rely on call centers, email, and account managers to answer questions and address customer concerns. These same companies operate under the belief that, if the electromechanical servicing of equipment is adequate, it equates to great customer service. This is rarely the case. Quality service is much more than a call center or a sales representative. It begins and ends with the relationship between technicians and the customer.

Service Heroes

Imagine a teller at a bank or credit union, a retail store clerk, or a supermarket representative. Their daily duties rely on the use of a cash recycler which has been out of commission since they clocked in that morning. “Customer Service” for the cash recycler has already been called.  While the operator or account manager was understanding, he was unable to remotely repair the machine.  The service call is scheduled, but the recycler is still not operating.  The customer, despite speaking to someone who sincerely wanted to help, is not satisfied.

As this employee takes a sip of their first (or last) cup of coffee, a representative from their maintenance company walks through the door. The teller / clerk / representative does not care where the technician has been or what they have been doing. They do not want or need to understand cycle count accuracy, TNS tickets or the details of the last or pending service call. They see the technician’s face, their attire and their demeanor as they walk through the door and hope they are about to be saved.

Representing Burroughs

No matter who they talk to on the phone, the person entering that facility to resolve the issue is what businesses remember. Which is why, in addition to technical competence, Burroughs is dedicated to training field engineer teams in true customer service.

  • Listen. Even if the call center and support ticket have a full account of the reported problem, our technicians know to listen thoughtfully to any concerns those on-site may have. Those who work directly with the equipment will likely have additional insights or concerns that need to be addressed.
  • Be considerate of your surroundings. Our technicians are taught to be clean, orderly and take aim at the true task at hand.
  • Be respectful. Burroughs’ technicians are trained to be aware of their tone and volume, be polite and maintain professionalism.
  • Keep the customer informed. Our technicians are trained to provide customers with an account of the issues and resolution as well as any additional updates for the equipment being serviced.

Service technicians are the face of the company, the people who save the day during those most impressionable times of crisis. While a call center dispatcher or account manager provides invaluable remote assistance and a friendly atmosphere, the person customers most remember is the one who arrives on-site, prepared to repair! Making that relationship a lasting, positive encounter – for every customer – is true customer service.

Alan Pietrewicz

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