We spend a lot of time focusing on customer service after the sale, highlighting training and aftermarket and dealing with customer service reps, but it’s important to remember that one of the biggest pieces in…

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One of Pro Mach’s divisions uses a written exam as part of its new machine training program, and I wondered how machine operators reacted when faced with taking a written test. After reviewing a sample…

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Does one or more of the following statements apply to your operations?

• We don’t have the time or budget for extensive training on new equipment
• We have no formal training process when new operators

…

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You really should strive to be the Zappos of your industry. Seriously. Ever heard of Zappos? If not you should know that they’re an online shoe and clothing company. How is that relevant to the…

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It’s one thing to see a packaging machine on a trade show floor and quite another to visit the plant where the machine was designed and built. At a trade show you experience the machine.…

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We’re starting a new segment here at ProCustomer.com where we’ll occasionally spotlight Pro Mach employees who have gone above and beyond in providing customer service and have been praised by a customer. For each spotlight…

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As we all know, word-of-mouth (or a referral) is one of the best measures of success for any company. If a customer is willing to tell other people about your company in a positive manner…

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A number of the equipment manufacturer service managers I speak with are frustrated by the fact they only talk with customers when they experience a problem.

These managers think that machine operators don’t receive enough…

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When we embarked on creating ProCustomer, we had a lot of learning to do to get up to speed on truly understanding and documenting what it takes to offer superior customer service. We had a…

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I am a firm believer in the role of certification to help people take their experience to an industry recognized level of expertise. I’ve found that those who earn certification have a profound feeling of…

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