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Topic Managing Customer Service team

Managing Customer Service team

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This topic contains 0 replies, has 1 voice, and was last updated by  Neville 13 years, 11 months ago.

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    Hi freinds, it’s my first attempt here and i hope for a good feedback.
    Well i am managing the after sales activities & servicing team in a machines manufacturing firm. Our machines are highspeed lines basically catering to the pharma & fmcg MNC’s; wherein most the the production factors solely depends upon the performances of our machines. These machines are made as per the product (to be used in the machine) data/specifications submitted by customer to our sales team, which in turn is passed onto our productions. The performance of the machines vary as per the product specifications.
    Recently my team has started prolonging the installation & commissioning assignments, blaming it for the manufacturing team and improper data provided by sales team. To get the exact picture, i have personally attended few of the cutomers sites (while my teams works was in progress). My visit has brought several factors in light
    – manufacturing standards has non-acceptable deviations effecting the output quality & quantity both, which customer insists on to improve it. to enhance these, my team is reworking on few parts at site.
    – product data/specifications which i gathered from sales & production differs when i reach the site. this is a communication problem between the customer and our sales team. Again here the quality & quantity is effected, which obviously customer does not accept. This non-acceptance pressurize my team to better the machine tuning, which results for prolongataion.
    – my team has financial benefits, more thay stay outstationed. it might be that since they have this benefit, they are trying and delaying the job, blaming it on manufacturing standards and product specifications.
    i find myself in a tricky situation now since all the above points (first two  bit more) are equally responsible for the prolongation, which is loss for both us and customer.
    since i have a responsibility towards satisfying customer, i cannot step down on either of the above problem. all that i have is instruction to complete the assignment and get the rated output from the machines at site.
    Please post an advise to overcome the problems and complete the job on time. 

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