Abstract

Carl and Fred discuss the importance of reliability engineering and customer service working together to increase reliability and safety from the customer point of view. It is very important to understand how customers actually use your product, and customer service staff are uniquely positioned to provide that insight.

Key Points

Join Carl and Fred as they discuss how reliability engineers can improve customer service, and how customer service can provide critical reliability information.
Topics include:

• Designing customer service activities to satisfy both experienced users and inexperienced users.
• How should reliability engineers interact with customer service? What is the value?
• Reliability engineers should sit and listen to customer service calls.
• Reliability engineers can teach customer service staff what questions to ask customers to decipher valid reliability issues.
• What about “anticipated misuse”? Should reliability consider anticipated misuse? The answer is “yes.”
• Customer service can quickly escalate issues from people who already understand have used the first-level diagnostics.
• Excellent customer service creates word-of-mouth advocacy.
• AI is an opportunity to improve customer service, with faster diagnostics.

Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches.

SOR 1050 A Curse of Reliability EngineersCarl S. Carlson

share

• Social:
• Link:
• Embed:

Download Audio RSS

Show Notes