Service support boosted at Pickerings

New After-Sales Customer Care Team Boosts Service Support at Pickerings Lifts

As part of the drive to provide customers with unrivalled service quality, Pickerings Lifts has introduced a new After-Sales Customer Care Team, with special responsibility for new lift installations.

Kevin Welch, operations manager, explains: "At Pickerings, we want to deliver the very best service".

"Customers must be confident that, when they ask us to install a new lift, it will be 100% right".

"As with any construction project, it is especially important to ensure that each new lift is properly 'bedded in' and works as it should from the outset," he believes.

"As part of this, it is essential that any post-installation issues are dealt with promptly and effectively, giving the customer complete confidence in the quality of our lift products and supporting service".

"In addition, customer surveys have highlighted the importance of good communication between customer and supplier in the area of product support".

In response, unlike traditional service teams which typically react to problems as they arise, the new After-Sales team will proactively visit each installation shortly after commissioning to ensure the lift is working properly and take responsibility for putting right any rectification problems, however caused.

"That is essentially why we have put this new team in place," adds Welch, "in order to set our service levels apart from the rest of the industry".

Pickerings Lifts has recruited new staff for the After-Sales Customer Care team, which also has its own, distinctively liveried vehicles.

The new team operates separately from the company's established maintenance and support service, which itself underwent a major enhancement programme in 2005 in order to provide customers with comprehensive and personalised end-to-end service support.

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