Don’t Try to Go It Alone
Machine tools come in many shapes, sizes and functionalities, and the same is true with your options for service and support. For the past several decades, Okuma America has invested in creating the largest independently-owned distribution network in the Americas, which today amasses more than 600 service and parts professionals across the Americas. They know our machine tools front-to-back and top-to-bottom, providing service and support better than anyone. Our distributors give our customers ready access to an experienced, one-stop resource for service, training, and engineering – throughout the Americas and in your backyard. As a result, when a need arises for service, you have a troubleshooting team at your fingertips, ready to spring into action.
Detectives On Your Case
During a service visit, our initial reaction is to put on the detective hat and begin investigating the situation from a technical aspect, by asking questions, assessing the physical condition of the machine tool, and inspecting the surrounding environment. But even in all the excitement of the detective work, we never lose sight of the fact that good customer service begins with good customer relations.
Putting You On the Team
While product knowledge and technical aptitude demonstrate professional credibility, creating a professional partnership with the customer and having the customer become part of the solution plays a major role in achieving a positive customer experience. This all starts with identifying the customer team members that will be the direct line of communication, asking the right questions and understanding the customer expectations.
Align With Customer Expectations
Working with the customer to create a troubleshooting team makes it much easier to get to the root cause of the problem. Following the technical investigation and identifying the root cause, we communicate a clear outline of the services to be performed within a reasonable timeline, and define the role of each participant during the exercise. We provide this feedback so we can align with customer expectations and allow you to plan accordingly.
Don’t Try to Go It Alone
Working with our customers as partners in providing a team-oriented solution is the best tool anyone can bring on a service call. With skilled pros standing ready to help you get back up and running as quickly as possible, there’s no reason you should try to white-knuckle it and go it alone.
Joe Alhafi is Principal Engineer, Okuma America Corporation.