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Customer Service Across Seven Time Zones
Hap Rocketto
While MPRI is constantly upgrading its product line to meet the demands of a dynamic market place, we have not forgotten that not all agencies are able to spend the funds needed to stay on the cutting edge. As a result, we remain committed to helping customers wring the greatest value out of our BEAMHIT® systems.
This commitment to the customer was never more apparent then when the phone rang in our Middletown, Rhode Island office with a question for Customer Service Representative Steve Baines. Chief Inspector Robert Kovse, head of the Bomb Squad of the Slovenian National Police, was on the other end of the long distance call with a request for aid.
Chief Inspector Kovse was preparing his section for its annual shooting qualification and found that the level of preparedness of his men was less than he desired. Like police agencies everywhere, he was faced with shortages in time, manpower, and funding. Kovse remembered from his time with the Special Weapons and Tactics Unit of his agency that they had purchased a BEAMHIT® 330 System in the mid 1990s. He was able to find the hardware, but the computer and software had vanished. MPRI's Slovenian dealership was unable to provided technical assistance on the obsolete system and referred the issue to the customer service department in Middletown.
After obtaining clearance with MPRI's Import/Export Compliance Office, Baines and Kovse exchanged emails and electronically transferred the necessary software. Within five working days, through an exchange of emails and phone calls, the system was up and running so that by the time Kovse sent Baines a note of thanks his men were already training.
At MPRI, commitment to customer satisfaction is more than a catch phrase on an office wall poster; it is a way of life.
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LMTS
Real Situations
