Our service department is staffed with very knowledgeable people who are thoroughly familiar with our product and capable of helping you in both a reactive and proactive capacity. They work diligently to minimize downtime for all our customers.
We are focused on reputation management and good customer service has a direct correlation to positive reputation. Eltec’s parts and service department is committed to providing exceptional customer service to our dealership network. A strong focus on customer service is essential for any company. For us, its even more critical as we operate a global, double redundancy, supply-chain system that needs to be constantly optimized and strengthened for timely delivery of any part or component from our catalogue. Our components are sourced from manufacturers that themselves also have a strong supply-chain backbone.
We guarantee 24-hour response times as a maximum, with the goal of responding in near real-time. In emergency situations, we have even been known to break our own rules and disassemble components we have in stock to access and ship individual parts when those parts are in short supply. This makes our work more difficult, but demonstrates the extent to which we take your needs seriously.
We build strong and long-lasting relationships with our their dealership network by working in partnership and collaboration as a crucial step towards fostering a customer-focused culture.
Improved customer focus is a company-wide priority, not just the responsibility of the sales and customer service staff. Customers expect companies to understand their needs and expectations. To accomplish that, we remain alert to ways we can continually improve and ensure that we meet or exceed expectations consistently.
We regularly listen and implement recommendations that come from our partners. We know its crucial to make customer feedback an integral part of our operations. We formally and informally collect feedback, analyze it, and act on it. Remaining nimble allows us to develop an in-depth understanding of our dealerships’ individual needs and respond rapidly.
We aim to build strong and long-lasting relationships with everyone down to the operator, with the primary goal of increasing loyalty and repeat business. We reduce problems through proactive management that takes into account factors like seasonal changes and local harvesting practices to guarantee we are unaffected by demand fluctuations. Regular communication through service bulletins, optional product improvements and maintenance guides all play a role in our 360 approach.
Having a focused customer service team has been an essential element to our success. By prioritizing customer needs, listening to feedback, and providing personalized and extremely responsive service; we build strong relationships with our dealership network. This concentrated effort to eliminate any downtime helps to maintain our respective reputations, and ultimately, grow our businesses.