Dear customers, partners and colleagues,
One of the priority tasks which our team is pursuing this year is setting a new level of service and technical support of our customers in the Russian and foreign markets, increasing professionalism, skills and professional competencies of our service specialists, improving the quality control of our products.
We understand very well that professional prompt and efficient solution of the tasks related to service and customer support is an additional competitive advantage of the company.
We are glad to introduce our Customer service and technical support specialists:
Inna Bagan (Customer service manager)
Olga Sorokina (Customer service manager)
Alexander Arkhipov (technical specialist, specialist in adjustment of electronic equipment who has more than 20 years experience in service and repairs Laktans)
Yevgeny Marusin (technical specialist, specialist in adjustment of electronic equipment)
Yevgeny Vesnin (technical specialist, specialist in adjustment of electronic equipment)
Tatyana Serduukova (foreign trade department manager responsible for service and support of foreign clients)
How can we improve our work and reach a new level of service that would meet international standards?
Relying on many years of experience of our company’s work in the market, already today our Customer service is actively using new methods, approaches and solutions. For example, in our everyday service work in the foreign markets Skype has long been widely used, as well as messengers - WhatsApp, Viber, chats and all customer-friendly tools and services for communication with clients, including on-line service on our web-site, besides the technology of remote diagnosis and calibration are used as well as remote access programs such as TeamViewer, etc. that allow us to solve customer’s problems and rectify technical issues fast and efficiently in any location in the world.
Obviously in order to increase the efficiency of our work and improve the quality of service, it is necessary to regulate and organize appropriate business processes, elaborate a procedure for registering requests and an algorithm for routing applications, the stages of their processing, and establish the response time (standard time for customer service to respond to a client’s request) as well as the time for solving a customer’s problem (standard time for eliminating breakdowns or malfunctions by the service department), responsibilities of each member of the service team.
At the same time it is important to keep in mind that the ultimate goal of our work is to make sure that every client who contacted the after-sales service is satisfied which ultimately means keeping the old customers and attracting new ones!
Special attention is paid to the analysis of the flow of calls. In fact, customer service is also a link between the production/ manufacturing department, the development department and our customers and end users of our analytical instruments.
Of course our company is very interested in receiving feedback from our customers about the quality of our products, the quality of warranty and post-warranty service of our devices. We will greatly appreciate sending us your comments, observations and suggestions which can help us improve our work!
Our company does not just want to reach a new level of service and customers support that would conform to international standards and meet the requirements of today; we want to become the best!!!
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