9 / 24
9
PEOPLE FLOW |
also contact customers regularly for feed-
back to identify possible improvements
in procedures.
“We’ve been training and coaching
our employees in communication skills
for years, teaching them to be open,
informative, understanding and friendly
toward customers,” says Kemppainen.
“Interpersonal skills can sometimes be
challenging for people whose profession
primarily involves technical skills.”
The KONE ambassador training
program has been designed to meet
these goals. Kemppainen emphasizes the
importance of such training for everyone
in contact with customers, in particular
staff working at KONE’s 24/7 customer
call centers. They need to be prepared
to deal with emergencies like elevator
entrapments promptly, clearly, effectively
and sympathetically.
“as a global operator we aim to
enhance our capabilities to give high
quality customer service on a world scale.
and as our equipment-base increases,
we aim to continue gaining new service
customers as our reputation spreads.”
global reaCh
KONE currently maintains approximately
900,000 elevators, escalators and
autowalks globally. Much of the
growth in the service business comes
from maintenance contracts for KONE’s
own recently installed equipment,
whether in huge airport complexes
or small residential blocks. Growth is
particularly strong in asia.
“We also see larger customers
impressed by our service excellence
increasingly trusting us to maintain
non-KONE equipment in their portfolios.
“The advantages of a major supplier
like KONE include our presence and
reach across entire countries and
internationally,” Kemppainen says.
“This ensures favorable response
times and the availability of spare
parts.”
KONE’s service technicians also
strive to combine technical quality
with a wider customer experience.
“We’re proud of our good
service quality, but still always
prepared to listen to the customer
and make improvements on the basis
of feedback,” Kemppainen says.
“Price is not really the prime consid-
eration for customers, but rather value
for money and an appreciation for the
way we stick to our commitments with
no compromises. Customer satisfaction
is the most important indicator of
service quality. and loyal and satisfied
customers are our best advertisers!”
•
“IT IS VITaL FOr
uS TO GO OuT aND
TaLK TO CuSTOMErS.”