REAL CASE STUDY IN MOROCCO
1: A doctor bought one of our units during an exhibition.
2: He decided to install the unit with his technician, not trained by us.
3: The installation worked out successfully, except for one problem: the scaler didn’t provide any power. A wire was disconnected – issue occurred due to an incorrect installation or a technician inadvertence.
4: The technician, after several attempts, was not able to identify and found out the problem.
Both technician and doctor were worried, because the new dental unit was not working. The problem could not be solved and the distance between our company and the clinic apparently seemed not to help either.
Please note that for us, an unsatisfied customer and technician, means more than the sale itself. Therefore, despite it was Sunday, we provided a reply to his complaint after only a few hours by offering him these simple tools:
1_A DETAILED VIDEO WITH STEP BY STEP EXPLANATION.
2_A CUSTOMIZED TECHNICAL WIRE DRAWING RELATED TO THE PROBLEM.
3_AN ON LINE SKYPE AVAILABLE CONNECTION FOR LIVE TECHNICIAN INTERVENTION.
And If it wasn’t? Our internal technician was ready to flight there.
It doesn’t matter who handles the customer care service when the problem is solved and the final solution is provided. For us, everyone can do it by using the method that better suits everyone’s needs.
At the end of the day, we believe that what everybody wants is a high level of customer care – meaning a service which is fast, customized and accurate, and not only a few mere directions written on a simple instruction book.
For Simple&Smart, customer care is not a department, it is an attitude.