Cleveland-based Lincoln Electric Co. is
not only an expert in the design, development and manufacturing of welding products, it strives to be an expert in the area
of customer service, as well.
Rick Trivisonno, Lincoln Electric’s director
of customer service and community affairs,
says his company wants to provide a total
welding solution to its customers, so it continues to maintain technically trained field sales
representatives and an
application engineering
department for customer
support.
To further enhance customer service, the company recently incorporated industry-leading
service standards that were benchmarked
from some of the world’s most successful
companies.
Its customer service department was reorganized, and the yearlong process incorporated operating practices from Six Sigma and
training principles from Dale Carnegie, as
well as leading procedures, methods and
measurable reliability standards.
Technically knowledgeable customer service representatives now handle incoming
calls to immediately help with cross-functional issues. Employees are equipped with
the latest customer support technology and
are empowered by Lincoln’s management
team to make customer-focused decisions to
speed inquiry and warranty processing.
Lincoln Electric also has programs to
address service defects. It monitors fill rates
for products, promise and delivery dates for
shipping to customers, and warranty fulfillment times for immediate equipment repair.
When a customer orders replacement parts
that are out of stock, the company offers free
upgrades for next-day shipments.
To recognize its VIP clients, Lincoln
Electric offers incentives to its top distributor
customers as a way to reinvest in their future
growth. The Chairman’s Reward for
Performance Excellence also recognizes its
top distributor customers.
HOW TO REACH: The Lincoln Electric Co., (216) 481-8100 or
www.lincolnelectric.com