Providing technical assistance to customers, during guarantee period and thereafter providing paid services as per after sale service policy.
Providing training to customer’s operators for smooth running of machine and built a rapport with them.
Providing help to sales staff during technical discussions with customer and as and when required.
Communicating courteously with customers through telephone, email or any other means and keep them updated about their various queries.
Investigating and solving customers' problems.
Keeping accurate records of discussions or correspondence with customers.
Coordinating stores and account managers for timely dispatch of FOC spares to customers.
Courtesy visit to customers.
Analyzing service report generated from service engineers visit and take further necessary action, if required to close the complaint.
To receive and analyze suggestions from various departments including sales and to discuss possible improvements in after sale customer service from time to time.
Training and grooming service team to deliver a high standard of customer service. Ensure proper time, man/machine and spares availability at site and instruct Service engineers about the machine and type of work to be attended before they visit the site.
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Grooming Service Engineers on Business Etiquettes, as they are part of marketing team & in direct contact with customers.