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A Fresh Look at Customer Service Until Recently, the word's "customer service" and "Taco " were not necessarily linked in the minds of many customers. But that's changing.
"The area of our greatest focus right now is the overall area of customer service," says Taco President John H. White Jr.
Through most of its 80 years, Taco defined customer service as manufacturing a quality product at a fair price. The product would last for years of service with little or no maintenance. If it should fail, the product was designed to be fixed easily by the customer, or Taco would repair it.
As management structure and manufacturing processes have changed in recent years, customer service is getting a fresh look. Taco has found ways to become more responsive to customers and has established customer service training.
Product in a Hurry
As detailed in other stories, the changes in management structure and manufacturing processes have enabled Taco to respond more quickly to customers' needs. The new management turns the operation centers of Circulator, Controls, Commercial Pumps and Heat Transfer Products into teams of employees in their respective product areas.
"We all work together to get the job done," says Chris Integlia, Vice President, Controls Division. "For instance, if there's a customer service call to an order entry person, and they need to ask the product manager a question, they don't have to call all over the company looking for the Product Manager because they are right there.."
The change away from assembly-line production to manufacturing cells - along with heavy investments in machinery and equipment - also have made Taco more responsive to the customer. "We've done quite a bit to speed up service to the market," White says. "And, if a customer wants a variation on one of our standard products, we can do that much more quickly. We're certainly much more flexible."
For emergency orders, Taco has instituted a policy for same-day shipment of the product. If a manufacturers rep places a rush order prior to 2 P.M.., it's virtually certain the material will go out the same day, providing the items are in stock.
"If it requires that I put a product in my car and drive it over to our distribution facility, I'll do it," he adds. "If paperwork has to follow after the order, we have set up a system where paperwork would come after the shipment. We have made a commitment to satisfy the customer."
Usually, emergency orders can be filled from inventory at the factory in Cranston, R.I. But that's not always possible.
Taco is addressing other customer needs as well. Major wholesalers have requested that Taco bar code all its products to help them better control their inventory, and Taco is doing it. Engineers and contractors with specific application or installation questions can work through their Taco rep or wholesaler as well as customer support personnel in Cranston.
Customer Service Training
About seven years ago, Taco started formal customer service training for supervisors, office personnel and just about anyone who comes in contact with the end user. The 2-* hour classes were conducted once a week for five weeks and covered topics such as effective communications, positive attitude and phone etiquette. Refresher courses have been offered subsequently.
The cooperative attitude has extended to factory employees who are crucial to the success of the emergency shipment program and to the returned goods area where parts come back for warranty verification.
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