PAC CLASS SERVICE
Customer Experience Team provides quality control and customer satisfaction
At Precision AirConvey, quality is at the heart of every aspect of our operation. To ensure that every client receives top-quality service, we have established a first-in-the-industry Customer Experience Team. The team includes key managers who oversee Engineering, Installation and Technical Service, Supply Chain and Production, and Marketing for our trim and matrix removal systems, along with representatives from other internal departments. To demonstrate our commitment to total customer satisfaction, our customer experience team meets at least 3 times per week internally to ensure we are meeting our customer needs.
How will customers experience this focused approach in practice?
Quicker response time, clear communication of next steps and expectations are some of the way’s customers will see the team at work. One of the key goals of this group is to share more information more frequently and in a timely manner.
What if there are problems?
The whole purpose of the team is to provide a fast, effective and clear response if there are problems. If a customer calls with a part or system failure, we want to make sure the problem is handled quickly and we will always communicate the next steps so our customers know what to expect. We want to shorten the length of time it takes for an issue to be resolved when a customer calls in with a question or needs trouble-shooting. In the end, we want every customer to be completely satisfied with their experience and want to work with us again.
Who should customers call?
With the sale, engineering, installation and maintenance of a PAC trim removal system, many people are involved in the process. Customers should start with the person they are dealing with at a particular point in a project. It could be a sales rep, an engineer, an installation supervisor or technical service expert. A key initiative of the team is that the information is now shared internally with the entire Customer Experience Team to ensure that our response is both timely and coordinated.
How does the Customer Experience Team distinguish PAC from other companies?
“PAC is the first in our industry to have a team dedicated to our customers’ experience”, CEO Tom Embley explains. “The Customer Experience Team will focus on all areas of customer engagement with customer satisfaction our number one priority.“ Because PAC is the largest company in its field, it can devote resources to Customer Experience in ways smaller companies cannot. “The mission of the Customer Experience Team is to continuously improve the overall customer experience at PAC through all channels,“ Embley says. “The team will act as a liaison between our technical team and the customer, ensuring that customer expectations are always met.”
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