What does customer service really mean?

What does customer service really mean?

It’s a typical Friday evening, the end of a busy week and businesses on a large industrial park in the West Midlands are now closed or preparing to close for the weekend. On the roadside outside one company a small disaster begins to unfold, as the final loading of a delivery truck nears completion.

Just as the forklift lowers its final load onto the deck of the truck and is about to extract its forks, it unexpectedly breaks down. The result is that the forklift is now locked into the truck and both are going nowhere. What’s more the two vehicles have now created an obstacle that is creating significant local congestion. Unfortunately for the business operator they were too late to catch their normal service engineer, so their only real hope of rescue had disappeared with the Friday exodus. Nearby, Malcolm Mitchell the MD of a fortklift truck dealership located on the same business park was still at his desk. He receives a hopeful call for assistance.  Agreeing to lend a hand and do what he can he applies the usual fault-finding checks. Sadly, the problem seemed to be outside his knowledge and experience. Now determined to resolve this, Malcolm then tracked down one of Amvar’s engineers and through a process of telephone diagnostics between the two, the fault was found and rectified.

Problem solved. Have a great weekend everyone.

The point is that Amvar had no previous business relationship with this company, had no responsibility for the failed forklift and was not even charging for the out-of-hours rescue they performed. It was all above and beyond the call of duty.

Now every business claims to offer great service. But, what does that actually mean? Claims to ‘go the extra mile’ can run out of road when put to the test in situations that require a flexible and unusual request for assistance.

The familiar response from a call centre is all too often based on rigid corporate processes and restrictions. Old fashioned service designed to provide the customer with a tailored solution is no-longer as common as it once was.

That is of course not the case when dealing with businesses like Amvar Handling Solutions which has grounded its core values on being local, accessible and personal. No call centre, but instead a locally based business that is on the doorstep and responsive and a small highly experienced team of service and support staff. Customers enjoy the trust and reliability of a supplier that gives complete back-up.

One customer, setting up a new distribution hub in the Midlands, who needed all kinds of support to get the operation established recently referred to Amvar as their ‘go-to guys’ for help, advice and contacts which were often outside the scope of their products supply and service remit.

According to Malcolm Mitchell that is the difference they make; “Service is simply about customer satisfaction. Everything else is just nice words”.

The company with the stricken forklift is now a customer… of course!

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