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Show Nov. 10. 1993 Hilltop Times 11 Customer service with personal touch easy to track. Originally, the letter was placed underneath or on a personal note top of the items being shipped in boxes, but for one Excellent customer service is the foundation of the reason or another they were often overlooked. Now, business world civilian and military. Without it, by attaching the letter to the equipment in a clear a business may fade as fast as it appeared. plastic case, the letter is hard to miss. The letter itYOU CAN BET n yKWlrn The workers in the Emergency Power Unit Repair I I Chuck NmA self makes the process much easier and more cost toc Ottan YOUR Lift ON MiuM effective for the shop's customers. Shop at Hill AFB have emphasized customer servEPUV too ond b proud praud Wit md m you ice since the shop was formed in 1988, and have adIn the past, customers 6 units across the Air ded personal touches in every aspect of their Force) filled out a quality deficiency report, which, (Mt you tavo ony qjiiMbw or mwmmm ca g or ISM MSt effort. you hovo dealings with customers. according to Birt, is a very All 23 workers in the small shop, which produces With the letter, unit workers can simply pick up the an average of 38 EPUs per quarter and more than" phone and ask for the mechanic who worked on the 100 other parts for the unit such as fuel valves and item. Birt said the number of QDRs has been drasft. . gas generators, meet at least weekly to discuss ways tically reduced. Chuck Wood OvorfwMHng to do business better and more efficiently. They to In addition the each form, phone in the shop Tctntctm have come up with many ways to stay in constant II Assured II has a logbook for customer calls and a list of all the communication with customers, including a unique worker names and telephone extensions so a cusidea to help cut down a complicated process for customer's problem can be answered almost immetomers to report deficiencies. diately. Since shop workers started sending the letters out During one of the weekly meetings, some of the workers suggested attaching personal notes to the around October 1992, the shop has been averaging about four calls per month from customers. equipment being shipped to the customers telling the name of the mechanic who worked on the item However, the shop has not always waited for the customers to call. According to Birt, the shop has with the highest quality in mind and a phone number where he or she can be reached if there are any always contacted its customers annually to ask for or the positives and negatives of the product they are problems questions. The idea was inspired by a few workers who had Repair Shop. "The mechanics were excited about the receiving. Birt said the customers have been comidea. It gives them more pride and total accountacome across some excellent personal customer servplimenting the improved customer service since the ice of their own after buying new automobiles and bility for what they do. They know if it's not done letters have been used. "The letters and our other customer service efforts right they, will get a phone call." appliances. The products included an impressive personal touch notes from the people who had built Birt explained that the shop does not use an as- have definitely helped our quality and efficiency," Birt said. "Our customers have let us know that in the products. sembly line process to work on items. Each mechanic a be does all the work for a particular piece of our surveys. Our goal is to cut all QDRs out would "The team thought it good definitely idea," said Dean Birt, team leader of the EPU equipment or an entire EPU, making accountability Joersz by JayTimes staff Hilltop Thw yow for fey ma, UtafV USA. M OWf UNIT. ALC MM Air TUMtNC M of I for (F-1- oa ol If OSN from OMO time-consumin- If . JAY PARHtH Best Teriyaki Restaurant I UTAH FEDERAL SAVINGSi BANK -r wveamrr .- DAvnurrc - mdticc mnaa7 m ana&a-w- LUNCH SPECIALS AS LOW AS y OPEN: MON.FRMftSO SAT 1MQ WITH DRINK $2.50 i'o - i i f xi All. nDU M r T'Va: Ron. A. Frost DMD COMPLETE FAMILY DENTISTRY MAINTENANCE COSMETIC BONDING PREVENTATIVE NITROUS OXIDE AVAILABLE INSURANCE PLANS WELCOME MILITARY INSURANCE ACCEPTED NEW PATIENTS WELCOME LAYTON 0 Hit Field Road THERE'S ONLY -- The OPEN BEST WaT- In To ucfywityYou ANNOUNCING A... 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DOWNTOWN 1 ROY Corner of Riverdale Croc. & Harmon 0 h ji |