Incinerator Service and Customer Care
In recent times, the common buzzword we hear is ‘Technology makes things obsolete’.
We have seen:
- Photo films being replaced by digital cameras
- Typewriters replaced by computers
- Smart phones replacing land lines
- Digital cameras replacing SLR cameras
- Smart phones replacing digital cameras
- Video and audio tapes replaced by CDs
- CDs replaced by mp3s
- mp3s replaced by online music
- Television replacing radio
- Smart phones providing video games, radio, music and what have you
- Calendars and diaries giving way to digital ones
- Post cards and letters replaced by emails
- Telegrams replaced by tele faxes
- Telefaxes replaced by email scans
- Instant messaging becoming more popular than email
- Shopping for essentials now shifting to on-line shopping
- Waiting in queues at banks for encashing cheques, now done through net/mobile banking
- Money orders giving way to NEFT and RTGS
- Electronic transfers instead of cheques and drafts
- Going to ATMs instead of banks
- Ticket bookings through the internet rather than travel agents and airline offices
- Food no longer cooked but ordered on line
- Google providing all answers to your questions
- Websites making catalogues unwanted
One can go on adding many more items to the above list which have resulted in replacement of older technology with newer ones.
Take the example of the ‘recorded message’ that we get when we call a company for some service after having bought their product. Apart from asking you for every possible information, except perhaps your horoscope, the recorded voice finally manages to connect you to customer care. At this point, one feels that the company does not really care about the customer, having been made to wait for a good 10 minutes on line. In order that you do not feel impatient, the voice keeps saying the waiting time is so many minutes (but which actually takes a lot longer).
Simultaneously you hear ‘your call is important to us!’ Really?
Finally when you do get to speak to someone, you are told, you are speaking to the wrong person and in trying to connect you to the right person, the line gets disconnected!
All this leaves you with a bitter taste. What is the meaning of service?
Successful companies believe that ‘in service lies success’. Unsuccessful companies believe that their service ends with sending the product and getting paid for it.
In the incinerator field, service is an essential part of supply. It may be a simple system or a very complex one with upstream and downstream equipment.
We need to provide help to the customer for:
- Installation
- Trial run
- Commissioning
- Trouble shooting
- Operation and maintenance
- Warranty service
- Post warranty service
- Emergency service
However good the incinerator equipment supplied may be, unless and until the customer gets competent, timely service, the equipment is of no use to him.
Our incinerators are functioning in nearly 50 countries of the world. We have provided service to some countries where things were not always easy. This list includes Afghanistan, Pakistan, Yemen, Myanmar and many others.
We care for our customers because they are providing us our livelihood, even though we may be providing solutions to their issues.
For this reason, we have a well-qualified team of installation, commissioning and service engineers ably managed by an EPC Manager, who keeps track of the history of supplies and service requirements. Our service arm goes as far as Punjab and Himachal within the country and Tanzania and Trinidad as far as the rest of the world is concerned.
We realise a satisfied customer is our ambassador and TOTAL CUSTOMER SATISFACTION is the key to success.
A video of a complete incineration plant installation can be seen here – Camp waste incinerator.