It’s Personalized Customer Service That Sets Manufacturing Operations Apart
Nothing can derail customer loyalty faster than a poor customer experience. From the largest manufacturer to the corner bakery, service has a direct, measurable, and often enduring effect on both the customer and ultimately the company itself. But even though 73% of consumers say a good experience is key in influencing their brand loyalties, too many companies treat service as an inconvenient afterthought. Fortunately, it is not hard to recognize those companies who embrace this service-oriented philosophy.
Servo motors power production equipment for many companies and industries. And when one of these systems is down, or operating at less than full capacity, companies need quick answers. Because servo motor replacement is costly, and often unnecessary, accurate diagnosis and quick repair are critical. Mitchell Electronics, Inc’s growing customer base knows the value of the company’s servo motor repair solution. But customer service is just as important as any product; and from education and training to post-sales support, Mitchell Electronics, Inc. knows the importance of service.
The company’s Vice President Stuart Mitchell explained that the company offers a variety of training and support options.
“On-line video training is an example of how we’re responding to meet the needs of our global customers,” he said. “We offer these sessions via the Internet to accommodate a variety of time zones, using short frequent sessions to enhance the learning process. We also offer a variety of options to help improve the knowledge and use of our products along with the theory behind servo motor repair. Options include training manuals, YouTube videos, or searching our online knowledge base.”
Support questions can be submitted via an online case system. But it doesn’t stop there. The company is happy to schedule a call or video session to dive deeper into more detail. While most questions are solved during the first contact, customers won’t have to repeat their needs when additional information is needed.
At Mitchell Electronics, Inc. support is personalized, and customers are on a first name basis with its staff. Mitchell’s support team knows their customers and their specific situation personally. The support team often performs research to help customers diagnose unusual problems, identify a special servo motor, or provide custom cables or solutions for important jobs. According to research, 66% of consumers expect companies to understand their unique needs and expectations, and 52% expect all offers to be personalized.
Unplanned equipment downtime has an adverse effect on production and bottom-line profitability. And more and more manufacturers are turning to Mitchell Electronics, Inc. to keep their equipment running. Companies like Mitchell Electronics, Inc. understand that relationships are built on trust, and industry-leading servo motor diagnosis solutions are complemented with unparalleled customer service. ‘
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