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Would be interesting to see what the service controllers bitch and moan about.
Sure they will be able to learn from here.
Think it would be a good idea to introduce the service controllers to CTN?
Obviously we will need to kick start it by inviting them.
Any gals left on the site?
Last edited by allan; 03-18-2020 at 01:08 AM.
Whatever
By this do you mean dealer owners, service managers, lead tech or dispatchers?Originally Posted by allan
I see some every now and then based on profiles.Any gals left on the site?
If you mean dispatcher, ours wouldn't spend a second here to learn anything to help her do a better job. We're lucky if we can even get half the info about what the actual problem is with the customer's machine, let alone any of the other pertinent information, from her.
Started in the copier service business in the fall of 1988 and worked at the same company for 33.5 years, becoming the senior tech in 2004 but left to pursue another career on 4/29/22.
Would agree that there is a real big training and care issue there.
Previous company they were pretty useless to the point that they needed to follow a super strict protocol to preform tasks that slowed the entire company down.
Took me sometimes more than 2 hours of waiting to get calls and parts.
Worked with one service controller(dispatcher) that was out of this world.
Based on customer calls, machine history and PM knowledge she always had the predictable parts pulled for us.
Nailed the issues with the machine and could instruct newbees on what to look for.
Closed calls by instructing customers to fix problems on the phone.
Knew the areas and travel times well and planed our trips.
Did that for 7 techs!
One in a million.
Last edited by allan; 03-18-2020 at 02:40 AM.
Whatever
Sadly, our one in a million passed away from cancer in September of 2013. She was the absolute BEST. She was our service coordinator from before the day I started back in October of '88. She would fix a LOT of calls over the phone and not hesitate to constantly learn more about how to do that even better. It's never been the same since her passing but we were spoiled by how fantastic she was.
We can't even keep one for more than a year or two now, if that.
Started in the copier service business in the fall of 1988 and worked at the same company for 33.5 years, becoming the senior tech in 2004 but left to pursue another career on 4/29/22.
My question here is how do you get them to engage in that way?
Don't think that companies invest enough in training for service control.
Not a very good paying job...
The amount of time and money to be saved there is ridicules.
There will be enough to merit and incentivize good performance.
Whatever
My one-in-a-million was Leslie. She kept my database up on her PC when taking calls. She looked up every request. If the call could be phone-fixed, she did. If it needed typical parts, they were ordered and on the table. If there wasn't any reference, she'd call me for a quick impression. She loves taking to people ... the complete opposite of me. I couldn't have asked for more.
If you're reading this, Thank you Leslie!
=^..^=
If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=
We had one like that back in the 90’s. Her name was Linda.
By her request, we actually trained her on each model machine, hands on, in the demo room. Nothing extravagant, but the basics: How to load paper and toner, clear jams, and basic operation. It was basically a key operator class on steroids.
She got much more comfortable after that, as she could actually relate to what the customers were saying.
That worked so well that we trained all dispatchers who followed for years to come. Now we don’t even have a usable demo room.
I miss the good ol’ days...
“I think you should treat good friends like a fine wine. That’s why I keep mine locked up in the basement.” - Tim Hawkins
HAA.."wont print" only to find they are out of toner, haven't called in for any, and expect the tech to have it in his trunk..We have a triage section for incoming calls, I almost always see "turned power off" could not fix, send tech..Now tech gets an incomplete call..why even bother..customers don't want to help in anyway at all, they expect us to be their IT staff when printing/scanning stops because they were too cheap to buy, or the sales person was too shy to recommend a freaking network contract...I have one where we sent 2 techs, both proved the issue was on their network/server by printing from their device, then we swapped out the device becasue the IT staff said it's still a machine problem..Guess what?? No change.. Now they want us to come and trouble shoot the new server that was recommended and installed by one of our competitors..go pound sand!!!!
The one move of customers that makes me go red.
Order a toner, go and deliver the toner only to cornered to try and fix an IT problem they know they should be charged for.
IT contract? Only for machine related IT? Fascinating.
That is where the reps here will just go hey the IT stuffs included don't worry...
Whatever
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