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Bombardier: finding the right formula for customer service

机译：庞巴迪：寻找正确的客户服务公式

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With the second largest fleet of business jets in the industry, Flexjet celebrating its 10-year anniversary, and an explosion in the charter business, Bombardier has admitted losing the winning formula for customer support but vows to rectify that quickly. "In the last year-plus we've been doing a lot. We are looking for the winning formula," said David Orcutt, vice president customer support. "We were ranked high for nine years. We mis-stepped. We know the steps, now we are looking for the formula." The top executives in customer services at Bombardier include Orcutt, Troy Jonas, vice president and general manager, service centers, and Desmond Bell, vice president, parts logistics. This enthusiastic trio is implementing changes in many areas and seems intent on cutting through the bureaucracy and ensuring that customers receive the service and support they need. "We've heard one thing loud and clear. We have the right people with the right attitude, and that is backed up by the customer day in and day out," said Orcutt. "Now I've told my people, ask yourself what would you do? And we've empowered people to make those decisions."
机译：凭借业内第二大公务机机队，Flexjet庆祝成立10周年以及包机业务飞速发展，庞巴迪已经承认失去了赢得客户支持的成功方案，但誓言要尽快纠正这一问题。 “在过去一年多的时间里，我们一直在做很多事情。我们正在寻找制胜法宝，”客户支持副总裁David Orcutt说。 “我们连续九年排名很高。我们走错了一步。我们知道要走的路，现在我们正在寻找公式。”庞巴迪公司客户服务的高级管理人员包括Orcutt，服务中心副总裁兼总经理Troy Jonas和零件物流副总裁Desmond Bell。这个热情洋溢的三人组正在许多领域进行变革，并且似乎打算消除官僚主义，并确保客户获得他们所需的服务和支持。 Orcutt说：“我们已经听到一声响亮而清晰的声音。我们有合适的人以正确的态度接受，并且每天都得到客户的支持。” “现在我已经告诉我的人们，问问自己你会怎么做？我们已经授权人们做出这些决定。”

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