Johannesburg, 26 Jul 2016
The culture of a business is an important contributor to the profitability and growth of a business; if the culture isn't right, it impacts how employees and service engineers work, which directly impacts customer loyalty.
That's according to Paul Wendlandt, Customer Services Support Manager at Kyocera Document Solutions South Africa, who adds that generating great customer service requires time, training and a dedicated team.
"Customer service goes beyond just answering a customer's call or responding to a Facebook complaint," Wendlandt says. "Truly great customer service is influenced by the top level and the culture that they enable to exist within the company."
Kyocera Document Solutions, part of the Kyocera corporation, exists to provide opportunities for its employees to pursue material and spiritual happiness and contribute to the advancement of society. Through everything they do - from the production of products that improve the experience for their customers' businesses to the training opportunities for their staff and resellers - the leading managed document solutions company aspires to improve customer experience (CX).
One of the ways Kyocera Document Solutions does this is through their annual Service Awards initiative, which recognises the company's best service engineers and awards their excellence. Leading to the final ceremony at the European headquarters, the company's subsidiaries, such as Kyocera Document Solutions South Africa, host local competitions in which they showcase their best authorised service partners.
This year, Kyocera Document Solutions South Africa gave Matthew Townsend (NRG Office Solutions, EC) the top award for his commitment to providing Kyocera's customers the best quality of service. Townsend will proceed to Europe in September to compete with the top competitors across the globe to try bring back the gold.
Kyocera Document Solutions South Africa's top ten service engineers for 2016 were:
* Matthew Townsend.
* Charl Naud'e (Episcan, FS) - second place winner.
* Shaun Mathanlal (Tshwane Digital Solutions, GP) - third place winner.
* Graham Meyer (Nasatech, WC).
* Justin Hurter (Copy Link, KZN).
* Anton Nell (MPU copiers, MP).
* Tyrin Siebert (Dynamic Business Systems, GP).
* Calvin Malekela (North Holdings, GP).
* Chris Pelser (Page Automation, GP).
* Josef van der Berg (Copystar, GP).
"Service engineers are extremely important to our industry, not only to retain current customers, but to provide professional service to assist sales in gaining new business," concludes Vincent Lombard, CSSD technical product manager at Kyocera Document Solutions South Africa. "Service delivery is a key factor in Office Automation and Kyocera is one of the few companies that award our service engineers. The Service Awards is a great way to reward and motivate our Service Engineers."
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