November 27, 2014 12:00 am
Our engineers at Mode are the most important element in delivering the best and highest service in the industry to our customers. They don’t sit around our offices waiting for something to happen to one of our customers machines – they are out in London proactively serving our customers and helping those who happen to have any issues. We provide outgoing customer service to minimise any complications our customers may have thus resulting in fewer service calls outs.
A typical day for one of our engineers always begins with dealing with those customers who may be experiencing problems. Our engineers travel straight from home to the customer; it is fundamental to our ethos at Mode that we have minimal downtime for our customers. We want to make sure that we help you straight away so that your business is not disrupted.
However, to ensure that we fix any problems efficiently our team will always call ahead to the customer and discuss over the phone and see if we can help resolve things over the phone or at least gain a greater knowledge of what may be the problem. Our expert team will never let our customers down. If photocopiers need spare parts we will do our utmost to ensure that we get the parts the same day, however, if it is late in the day, we will get the parts the very next day. Our engineers will track those parts and make sure that they are delivered to stop any further disruption to our customers. We will know even before you tell us, that the part has arrived!
We only deliver premium delivery service to all our customers so that we know we can eliminate any issues with minimum fuss to you. We will always exceed our customers’ expectations. If we can’t get hold of the part quickly enough as it’s out of stock, we will gain the required parts from our own machines, or even provide you with a replacement photocopier, until your part arrives.
If your business has more than one machine, our engineers look at all your photocopiers in your office to make sure that they are all functioning properly and check them over to make sure that everything is working well for you. This helps to ensure you have no further issues. Our engineers always like to be preventative so we will always work with you to so that there is never a need to call us out on an emergency. We will also stay with you until large print runs have been completed to ensure that everything is functioning excellently and that we are on hand for any assistance we can offer. This adds extra security to those sensitive documents if you have a tight deadline.
Our industry expert engineers will always advise our customers of any actions they have taken and assist the customer in using the machine before they will even leave the business. In the event that perhaps more intricate technical advice is needed, they will send this through as an urgent request and get the technical expertise needed to our customers the very same day.
While our engineers are ‘out and about’ they keep in close contact with our office to ensure that communication between Mode and our customers is airtight. We never want to let you down or disrupt your business for any length of time. The engineers always keep up to date with all manufacturers tech support and consistently update their knowledge base for the latest fixes so that they ensure they are offering Mode’s customers excellent, fast efficient service.
So you see, our engineers are the best in the business, the best at what they do, they go the extra mile for every customer. This is just one of the reasons why our customers stay with us so long – get in touch to find out more and see how our engineers could make your life SIMPLE.
This post was written by Anwen Haynes