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<br />Page 2 of30, Section 1.0 <br />I) D) Customer Service Program <br /> <br />A. Philosoohv: Our miSSion is go above and beyond the customer's <br />expectations when servicing our customers. That is how we define our <br />customer service expectations and how Amtech Elevator Services has <br />become the leader in Southern California Elevator maintenance, <br /> <br />We measure our performance with customer service by how well we are <br />implementing specific items that set us apart. Here are a few of those <br />items: <br /> <br />fJ <br /> <br />· Providing personal visits at any time. <br /> <br />· Always returning calls in the same day. <br /> <br />· No voicemail in our office, you always get a live person <br /> <br />· Customized work histories and trouble call summaries <br /> <br />. Access to top troubleshooters in industry <br /> <br />B. Handlinq Comolaints: Every service organization will receive customer <br />complaints from time to time. It is extremely important to Amtech Elevator <br />Services that complaints are addressed and that the customer has a <br />"resolution" to their issue. <br /> <br />Our procedure to solving customer complaints is having the account <br />executive and service manger get personally involved immediately for <br />customer complaints. First, the account executive calls the customer back <br />and asks them their concerns and sets up a meeting if the customer is <br />available. Then the service manager is notified by the account executive and <br />correction action is taken by talking directly to the service mechanic on the <br />job. Finally, the account executive follows up in 3-4 weeks to make sure the <br />problem has been corrected with the customer, <br /> <br />.) <br /> <br />Amtech Elevator Services Proposal <br /> <br />4 <br /> <br />313012006 <br />