Product category:
Hazardous area interfaces, Enclosures
News Release from: SAREL
Edited by the Processingtalk Editorial
Team on 02 June 2005
Sarel goes for the personal touch
Sarel, a division of Schneider Electric, has revamped its customer service strategy to provide a more personal and higher quality level of service
Sarel, a division of Schneider Electric, has revamped its customer service strategy to provide a more personal and higher quality level of service A recent customer satisfaction survey confirms that the initiative is working well and bringing significant benefits to customers
This article was originally published on Processingtalk on 1 Jun 2004 at 8.00am (UK)
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As part of this move, Sarel, the leading specialist in enclosures, has appointed Jo Blackburn as telecoverage manager.
Her role involves developing customer services and aligning technical engineers with geographical areas.
Blackburn brings several years of valuable call centre experience from a range of blue-chip companies.
Under the new initiative, customers will deal with the technical engineer appointed to them, from the initial enquiry through to after sales support.
This allows the Sarel engineers to better understand their clients businesses and specific requirements.
Through this system, Sarel can develop different plans tailored to suit different customers.
"It's really nice to be able to build up a relationship with the engineer.
It means the engineer already knows my business well, and I don't have to go through lots of different people every time I phone," commented one satisfied customer.
The new support services enable qualified engineers from Sarel to respond to customers' queries quickly and efficiently.
One company has even nominated Schneider Electric for a good service award.
Customers can tailor their support programme to suit their needs.
For example, Sarel engineers can attend open days, where they can help explain technical queries to both the client company's staff and customers, or they can simply send the relevant information by e-mail.
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