They are the backbone as well as the front line of nearly every company worth its salt. Their days are as volatile as a boat ride on the ocean, alternating between the calmness of a kind word of satisfaction and the frustration of a transaction gone awry. Yet through it all their beacon is the singular focus that the customer is the most important asset of any business.
“They” are a company’s customer support staff, those warriors of assistance and professionalism. They can make your company shine or dull its image in the customers’ eyes. The level of importance a company puts on its customer support staff is almost directly reflected in the level of service staff provide to customers.
At Kennametal, we prize our customer support staff.
October is Customer Service Appreciation Month, and Kennametal arranged a week-long celebration to honor our dedicated staff in the Customer Application Support (CAS) group and Customer Service Centers across the country.
The CAS team handles technical support calls from all over the world, and fields questions on tool selection, usage, and application, and a host of other topics. They provide technical support on the best tool for the application, and the best application for a particular tool. All of this helps our customers achieve the best productivity from their tooling investment. The CAS team celebrated Customer Service Appreciation Month with a special luncheon and enjoyed kudos from departments around the company who use CAS team expertise to solve engineering problems as well as customer concerns.
Because Customer Service staff serve customers all over the world, it seemed fitting for staff to bring their global regions into the local celebration. Office spaces were decorated with themes from countries around the globe including Mexico, Brazil, Italy, and elsewhere. Themed days meant staff could come prepped for Beach Day, Hat Day, Hawaiian Day, and other themes. Staff from locations across the country enjoyed special luncheons or dinners out to commemorate the occasion. Celebrations took place in Bedford and Irwin, Pa.; Chicago, New Albany and Huntley, Ill.; Birmingham, Ala; Elko, Nev.; Ft. Mill, S.C.; Traverse City, Mich.; Rogers, Ark; Victoria, Can.; Brazil; and India.
At Kennametal, we’re proud of the hard work our customer support staff provides around the globe, and we thank them for their unflailing dedication to customers.