Because you need a partner, not just a part.

Best-In-Class Customer Service Is A Way Of Life
The Customer Service team is proving that their vision to provide best-in-class customer service is more than just a vision – it’s a philosophy they live by everyday. The team recently implemented a number of changes that improve the quality of service they provide to customers.

• Improved Communications – Creation of a specifications voice mail with a guaranteed two hour turnaround time; a specifications e-mail address that customers can access via XpresswayPlus.com; a customer service e-mail address and a customer feedback voice mail number
• Implemented Paperless Order Entry Process – Customer service representatives now input orders directly into the computer during the customer’s call. This not only ensures the quickest possible processing, but also enables them to immediately provide the customer with a confirmation number that they can use to follow up on their order.
• Improved Customer Call Handling – Creation of a call volume report that tracks calls hourly to better handle call volumes and allocate proper resources. In addition, a new call monitoring process enables the group to coach and train representatives in-house. Additionally, thanks to a new phone system in Canada, customer calls are now routed based on a representative’s skills, instead of being based on who is available first to take the call.
• Reduced Turnaround Times – A revised Return Goods policy was implemented to guarantee a 30-day credit turnaround time in both the U.S. and Canada.
• Enhanced Efficiency and Reduced Errors – A Daily Error Audit Process was implemented to reduce errors by 43 percent in 2003.

For more information, contact Customer Service at customerservice.florence@arvinmeritor.com or 888-725-9355.

The marketing department can be contacted at: cvamarketing@arvinmeritor.com.