Educating Customers Through Service
Posted: February 1st, 2011 | By: Eagle Tech
The customer care representative is often the first person that a harried client connects with. They are the 911 operators of the company, taking all of the vital information, assessing the problem, and directing the client to the appropriate department for help. For some manufacturers, however, customer service is much more than a complaint department. [...]
Filed under: Customer Service, Factory Automation, Manufacturing | No Comments »
Understanding a Preventive Maintenance Backlog
Posted: December 6th, 2010 | By: Eagle Tech
Backlog is a term used by plant managers and maintenance to prioritize work orders as they are created. A backlog isn’t something to be afraid, but a duty that must be properly managed. Consider your backlog as first line of defenses against breakdown. Good preventive maintenance requires scheduling of maintenance for each item over the life of that item.
Filed under: Customer Service, Factory Automation, Management & Leadership, Manufacturing | Tags: Backlog, Customer Care Representative, Detailed Schedules, Management Techniques, Organization, Preventive Maintenance, Tools, Troubleshooting | 3 Comments »
Customer Care Rep: The All Knowing
Posted: December 2nd, 2010 | By: Eagle Tech
Customer care representatives in the manufacturing industry are not given the credit they deserve for the job they perform. Plant managers call with questions on the machine, payments, account issues and orders. It is up to the customer care representative to field all of these questions. But, how can a simple sales person know so much about the machines? They can’t. The customer care representative must be able to determine the nature of the customer’s problem and help if possible. Some of the more intricate issues are sent to the engineering department, but customer care representatives often perform the minor things.
Filed under: Automative, Customer Service, Manufacturing | Tags: Bureau of Labor Statistics, customer care, Customer Problems, eagle technologies, Engineers, Manufacturing Equipment, Manufacturing Industry, Representatives | 8 Comments »
3 Tips for Maximizing Your Facing Operations
Posted: September 30th, 2010 | By: Eagle Tech
Another term for customer service within the manufacturing field is facing operations. The term is bestowed on the people whose faces are often seen by the people who buy the products. Facing operations, however, entail more than customer liaison. The personnel in this department find themselves performing tech support, small business advisory and industry [...]
Filed under: Customer Service | Tags: customer satisfaction, Customer Service, Engineering, facing operations, Manufacturing | No Comments »
Utilizing Your Customer Service Department for R&D
Posted: September 9th, 2010 | By: Eagle Tech
Hybrid motors, conveyor systems, and packaging materials are just a few of the products and equipment that Eagle Technologies Group, and companies like us, manufacture. Ultimately, we make the equipment used to produce the products you use every day. However, our equipment, machinery, and the products produced by them don’t always come problem-free. That’s why [...]
Filed under: Customer Service | Tags: conveyor systems, Customer Service, eagle technologies, Engineering, Hybrid Motors, machinery, maintenance, packing materials, R&D, research and development | No Comments »
How to Make the Most Out of Your Customer Service Call
Posted: August 26th, 2010 | By: Eagle Tech
Few people understand that a simple call to customer care can contribute to the development of a new product or an update on an old model. In fact, the relationships between engineering and customer care are an important research and development resource. To help companies like Eagle Technologies implement the much-needed changes required to properly [...]
Filed under: Customer Service | Tags: customer care, Customer Service, eagle technologies, Engineering, machinery, maintenance, product development | No Comments »