Who’s Who / Training Focus Who’sWho / Tr WHO SWHO - Installers and end-users can r WHO’S WHO’
This feature combines a spotlight on the individuals within your organisation,, as well as a place for you to promote your company
This feature combines a spotlight on the individuals within your organisation as well as a place for you to promote your compan .
Viessmann cont nues to build up customer care
Viessmann continues to build up customer ci Viessmann is continuing tomake step changes to its customer service provision
with the appointment of four new area servicemanagers. The roles will support a field service engineer force that has grown bymore than 25% over the past 18 months including five engineers recently recruited and trained. The first UK engineer apprentice will also begin his three-year training in September. It follows an increase in the operational hours of Viessmann customer service, which is now available six days per week, for longer periods.
A survey of nine boiler manufacturers’ aftersales care, conducted by theheat-
inghub.co.uk on a cold day in December 2017, found that Viessmann was the quickest call centre to get through to (to speak to a person) at just 21 seconds; it was one of only twomanufacturers offering installers a route straight through to booking an engineer and it offered the quickest engineer attendance time (next day or the day after). Other customer-pleasing factors are Viessmann’s use of a local rate phone number for its call centre aswell as the option to send an email. Its engineers are all employed by the company.
“It’s simply not true that only the biggest manufacturers in the market are equipped to service their customer and installer bases well,” says Viessmann service director, Paul Lambert. “Relative to the size of our installed boiler population,we are confident that Viessmann has themost service engineers per boiler installed in themarket.
Viessmann Ltd Training Focus Tel: 01952 675000 Web:
www.viessmann.co.uk aining Focus - Keeping our readers up to date with your current courses, new courses and company information. eeping our readers up to date with your current courses, new courses and company information. ” Installers and end-users can rely on an ever-increasing commitment to service, as reflected in service team expansion, xtended c l centre opening hours and market-leading r on an ever-increasing commitment to service, as reflected in service teamexpansion, extended calll centre opening hours andmarket-leading resulesults
“Customers attracted to Viessmann because of its product quality, can be as- sured that we are committed to providing the best all-round ownership
experience.Viessmann’s aimis to provide unrivalled service excellence,with best response times for call-outs and commissioning.With our increasing boiler sales andwarranty lengths,we’re adding in-the-field resources to stay one step ahead of the game, adds Lambert.
The four new area service manager posts have been filled through internal promotions. Primarily supporting the existing national servicemanagers, Steven Kerswell and Shaun Stokes-Wigham will operate in the south of the UK, with Richard Hindmarsh and Andrew Lambert in the north. Each has responsibilities engineering support, sales support, complaint-response support, nagement, and health and safety reviews.
contractorma including field
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Training Focus
www.heatingandventilating.net
www.heatingandventilating.net
August 2017 ugust 2017
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