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March 3, 2009
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Customer service facilities like this one are among the reasons why Bell Helicopter continues to score high marks for customer satisfaction.
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When it comes to ranking customer service, who best to ask but the customers themselves?
That’s exactly what Professional Pilot magazine does each year: asking its readers – the helicopter pilots and operators – how satisfied they are with the service they’re getting from their helicopter providers.
In the current issue of Professional Pilot, the customers speak. For the 15th consecutive year, readers have voted Bell Helicopter as tops in service. In fact, Bell placed first in each of the seven categories related to turbine helicopters and even increased its winning margins.
“The fact that this award is voted on by our customers means a lot to us,” says Danny Maldonado, Bell’s senior vice president of customer support and chief services officer. “The confidence they continue to show in Bell is truly humbling.”
After all, businesses that depend on helicopters demand perfection when it comes to customer and technical support. There’s no room for error or downtime.
Fill rates are at 92 percent and Bell maintains more than $350 million in physical inventory, with more than 125,000 part numbers. Its technical support staff is located around the world, and works 24 hours a day, every day of the year to be there for customers. Also, Maldonado stresses that Bell’s unrelenting focus on process improvement and additional capital investments demonstrate that Bell will not rest on its laurels.
“I’m extremely proud of our Bell team. It’s a testament to their dedication and hard work that we have been so successful over the years,” Maldonado added.
Bell’s customer support facilities, or CSFs, are an important component of Bell’s customer service. The Bell CSF network is comprised of about 140 service facilities in 32 countries.
At this week’s Heli-Expo 2009, Bell recognized six of its CSFs as achieving platinum level in 2008 for providing superior levels of service to Bell customers.
The six platinum-level CSFs are located throughout the world: Air Asia Company Ltd. based in Taiwan; Alpine Aerotech Ltd. located in British Columbia, Canada; Motorflug Baden-Baden GmbH in Germany; Patria Helicopters AB operating in Sweden; Rotorcraft Support, Inc., based in California, and Uniflight, LLC, located in Texas.
Says Maldonado: “With our renewed commitment to providing an excellent customer experience, our CSF network plays a critical role in this process and these have risen above the rest to consistently deliver the high level of customer service people around the world have come to expect from Bell.”
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