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Business & Management

Ten Commandments of Exceptional Customer Service

Customer Service help phoneIn the 1980s, American businesses were often being outstripped by competitors from other highly competitive nations. Improved customer service was recognized as one of the prescriptions back to health. An organization that came to the fore around that time was the International Customer Service Association (ICSA). The outstanding work of ICSA continues to this day, but the hoped-for improvement in customer treatment isn’t yet what it could be.

While service excellence is no doubt the goal of every business, there is always room for improvement, and this article aims to help you reach the next step in customer service.

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Technical Sales: Focus on Solutions

Technical Sales-Focus on SolutionsThe sale of almost any valve has a technical aspect. Even the most basic commodity valve transaction, where a small on/off industrial valve for low-pressure water service is purchased off-the-shelf requires a working knowledge. For example, a low-pressure, manual industrial valve would require the seller to know about fluid flow, piping, metallurgy and other materials of construction.

Also, the technical complexity scale escalates quickly when talking about more complex valves. A seller needs a high level of know-how for understanding larger diameter high-temperature, high-pressure automated valves manufactured from high alloys for critical service applications in refineries and petrochemical plants; control valves in power plants; remote emergency shutdown valves on an interstate pipeline; or reliable hardened containment vent systems in Mark I and II boiling-water reactor nuclear plants (as mandated by the Nuclear Regulatory Commission after the Fukushima disaster in 2011), among many others.

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The Speed of Trust

Speed of Trust“Trust always affects two outcomes; speed and cost. When trust goes down, speed goes down and cost goes up.” –Dr. Stephen Covey

The late Dr. Stephen Covey was considered one of the world’s foremost leadership authorities and authored a book entitled “The Speed of Trust.” At VMA’s 2014 Annual Meeting, Greg Link, senior vice president of the Covey Leadership Center, inspired the audience of valve industry executives to acknowledge the value of trust in the world of business and beyond.

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VMA Manufacturers Workshop: Touring Mazak, Learning Lean

vma workshop 1Nearly 60 attendees at VMA’s Manufacturers Workshop in Cincinnati, April 30-May 2, had in-depth learning experiences that revolved around the LEAN system, machine manufacturer Mazak and the MT Connect program.

 

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Knowledge: An Asset Worth Managing

Knowledge MgmtWhile most firms are mindful of the importance of managing assets, projects and people, knowledge management is less frequently considered of primary importance when discussing and setting corporate policy. However, during a recent webinar offered by PwC, the importance of having a comprehensive knowledge management strategy was brought to the forefront.

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New Products

 

Valve Magazine Digital Edition

15 WNT CVR 160x214Inside the Winter 2015 issue…

• Your Control Systems Are at Risk!
• Building a Better Workforce
• Focus on the Offshore Market
• Forgings: Quality with a Cost

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