As an industry leader, Smiths Detection is naturally held to a high service standard by its many clients, who are among the biggest and well-known names in their fields.
Jeffery Goh, Service Manager, counts Changi Airport Group in Singapore as one of his top clients. As one of the world’s busiest airports, Changi depends on Jeffery and his team to ensure that downtime is kept to a minimum.
Jeffery understands that it is important to build that level of trust with customers as soon as possible by proving their value.
“At the start, the lack of familiarity between the customer and I can definitely be a small challenge. By being proactive in offering constructive advice to the customer, I was able to earn their confidence,” shared Jeffery.
Ensuring the customer has an open channel to the service team is key. The customer must always be able to reach a member of the service team quickly and easily. At the same time, the conversation must never be one-sided.
Another key aspect of communication is following up on customer feedback; any input from the customer, no matter how small, should be taken seriously and acted upon promptly.
“Changi values the passenger experience, and equipment downtime can have an impact on their screening process,” explains Jeffery. “For my service team, our focus then becomes a question of proactive prevention rather than reacting to problems.”
“Even if the issue cannot be resolved immediately, we must still ensure that we share the results of our investigation with the customer,” asserts Jeffery.
For Smiths Detection, just delivering a quality product is not enough. The level of service excellence demanded by customers is extremely high, especially here in the Asia-Pacific region where urgency and initiative are highly prized. For Jeffery and his team, it doesn’t matter how big or small their clients were – the service excellence they delivered was the same. They understood a quick resolution to problems isn’t just expected but is crucial for our customer’s day-to-day operations.
It is important for all our service teams across the globe to follow a service excellence mindset and live out the Smiths Values in their everyday role.
Thank you Jeffery, for sharing how you and your team provide the best quality service to our customers!