Customer Perspective: Excellence without compromise
From Wayne Koehler, Plant Manager, EWC Controls:
Our company, EWC Controls in New Jersey, handles zone controls, HVAC dampers, steam humidifiers and other solutions that keep homes and offices comfortable. Our initials stand for "Excellence Without Compromise."
That's what we promise our customers, and that's what we expect from our providers.
Given that, when I first called YRC about an EWC tradeshow shipment to Las Vegas, I was disappointed. I called the special Expo line (1-800-531-3976) and didn't get a prompt answer. So, I hung up and called another company.
The thing is, I really want YRC to succeed, so I gave them one more chance. I sent an email and suggested that they consider adding more people on the customer service lines.
I wasn't sure if anybody would respond, but they sure did. An exhibit manager from YRC called me immediately. Turned out, there was a major snow storm that hit the Midwest, and a lot of the people who ordinarily answer the dedicated Expo lines couldn't get to work. Calls were still being answered, just not as fast as usual.
I'm not a big shipper, but I want to give YRC shipments when I can. I like their people and their service. They have the Exhibit Solutions I need for my trade show shipments, and their years of experience give me confidence. Given their prompt response to my concerns, I'm back on board with YRC.
We appreciate hearing from customers when they're delighted with our YRC Customer Support Center--and also when there is an issue. The week Mr. Koehler called, we experienced extreme snowfalls that prevented 70 YRC Customer Support Center professionals from getting to work. It's very rare that our different service center locations are all impacted by the weather at the same time.
Our goal is to answer calls in 20 seconds or less. Despite the weather challenges in this situation, our average speed of answer was 35 seconds on the dedicated Exhibit line, 1-800-531-3976. Response time on the general YRC Customer Support Center number, 1-800-610-6500 took an average of 81 seconds.
We apologize to any customers who experienced delays and look forward to delivering confidence to you today and in the future.
