Customer Service = Responsibility, No Mystery

From time to time I get an opportunity to break the chains that bind me to office and desk; last week was just one of those times.

Working with Malt-O-Meal in Northfield I was tasked with a little maintenance on the infrastructure used there to support both parts and service involving their Toyota equipment. While it was good to get out, the results of the work were mixed at best, certainly creating the need to return probably this week or next to finish the work.

The point I’d like to make here is that so very often servicing a customer’s needs will often go well beyond a simple sales or service call. It might be the work put in by a unit salesman understanding a usage or application issue. Or work done by our CSR staff in their material handling advisory role, often taking their years of field experience to a customer’s problem and finding the solution needed. Service to the customer even extends to the point where humble old me gets to hit the road and do a little face to face time, a lot more exciting the all the “behind the scenes” report and analytic work I’m normally embroiled in.

In any event my work was tripped up some by unexpected computer and software issues, necessitating a return trip to the land of Marshmallow Mateys, Coco Roos and oh yes Malt-O-Meal. I look forward to it, playing a more “tangible” role in customer service from time to time does the soul good.

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