Employees in
Robinson Helicopter’s production facility in Torrance, California, work on the final
assembly of a new R44.
service. “Every time we hire a new customer service repre- sentative, I personally sit down with them to explain how important customer service is to us. I want them to know that if they ever get to the point where they’re going to have to tell someone no, they need to run the situation past me or one of the more experienced representatives to see if we can come up with an alternative solution.” Kurt takes pride in the detailed knowledge the customer
service representatives have of the Robinson fleet. “Someone will call in with a problem [that] just vexes everybody, but we can look at the cause, not just the symptom, and get back to determining the solution. I know it always feels good when we can resolve something like that.” Frank Nieto is the customer service lead at Robinson. “We
make ourselves available to the customers and every depart- ment works as a team. At the end of the day, we just want to keep everyone flying safely, so we make ourselves available as the intermediary between the customer and [the Robinson team]. If you need something, raise your hand. If we think you need something, we’ll raise your hand.… It’s actually very easy to get ahold of someone here when you need some support.” “I’m here at the crack of dawn,” says LuCinda Montague,
supervisor of customer service who has worked at Robinson for more than 30 years, “so my European customer can get ahold of me before they leave for the day. I have people in my department who take staggered lunches, so there’s always
26 ROTOR WINTER 2019
someone available should a customer call or show up in the lobby.” “Our customer service and tech support areas are within
a few feet of each other,” adds Nieto. “We are constantly at each other’s doors to meet the goals that have been estab- lished, not just by the Robinson family, but by the customers themselves. And we do our best to meet those goals as often as we can.”
Speedy Service Across the Globe Robinson also takes pride in its global network of service centers and exchange centers of more than 400 dealers and service centers around the world. “A lot of the time, the individual owner or the small oper-
ators don’t know the options that are available to them,” says Kurt. “Tey’ll call in, and one of our tech reps will offer, ‘Well, we don’t have that part in stock, but if you contact this other service center, I believe they have it.’” Rotorcorp in Atlanta, Georgia, and Heliflite in Sydney,
Australia, are both large parts suppliers for Robinson, offering parts either regionally or globally. “People can go directly to a service center or they can come through us,” adds Montague. “We encourage our service centers to hold things in stock so that customers can purchase them quickly.” “We try to get customers to stay regional if they can,” says
repair station manager John Hernandez, one of the youngsters in Robinson’s Customer Service Department with “just”
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