CUSTOMER SERVICE IN MAINTENANCE

Stating that maintenance is in a perfect position to make a difference in stakeholder-focused operations by finding out what stakeholders want and providing service that's noticed, this paper continues with discussions of how maintenance can move from reactive to proactive in customer service, who the stakeholders are, formal and informal methods of gathering information, and how to handle conflicts between current practice and stakeholder interests and between stakeholder interests that conflict with each other. Final comments concern what employees need to deal more effectively with issues and concerns as they arise, such as good communication skills and familiarity with department policies and procedures or equipment and materials.

Language

  • English

Media Info

  • Pagination: p. E1-5

Subject/Index Terms

Filing Info

  • Accession Number: 00722452
  • Record Type: Publication
  • Files: TRIS, TRB
  • Created Date: May 30 1996 12:00AM