SERVICE POLICY:
We adopt following system to ensure proper customer service: –
- Free routine maintenance (part of PPM)
Our Engineers are used to visit all customers’ site once in every month within the city area without any charges within warranty period. This is a friendly visit to perform minor preventive maintenance and to discuss the operational and functional problems. We cover whole country similarly in every three months i.e quarterly.
- Monitoring
In every month we are used to send “postal pre-paid service cards”/EMAIL/SMS /OVER TELEPHONE/PHYSICAL VISIT to every customer around the country, asking some service and performance related questions against our supplied equipment /generating sets.
- On calls / Emergency service
We maintain a register book to record on calls or emergency calls on service. As soon as we find any problem we are used to attend the job within 2-8 hrs within Dhaka and within 36 hrs out site Dhaka.
- Warranty, Contractual & Post Warranty service
We maintain individual register book to support above-mentioned services. We offer priority response to these category customers and try to maintain spare parts stock as much as possible against these category machines. We also offer routine & preventive maintenance for these customers.
* Spares support
1. Professional installation & service support
2. Technical news on recent up-gradation
* Coordination with company management and activity analysis
1. Management evaluates performance of service dept and engine down time by collecting
2. Morning tea discussion reports
3. Postal Pre-paid Service Cards)/EMAIL/SMS that receives from the customers
4. On call / Emergency call register
5. Warranty, Contractual and post warranty register.
- Management takes initiative to include Service Dept in the below listed meetings for monitoring analysis –
- 24 Term meetings (15 days = 1 Term) in a calendar year on performance evaluation and monitoring.
- Quarterly meeting on total evaluation and service monitoring.
Strategic changes are brought into account during these meetings.
CONCLUSION:
We believe service will initiate passive sales, so we emphasis on service. In the beginning we explain our mission to be “NUMBER ONE” among the local service providing companies and looking for the cooperation of all concern to fulfill our mission. Our company philosophy is to be the partner of the buyer rather to be a seller only.