Three dealers now boast technicians certified by Otterbine

Reesink Hydro-Scapes is delighted to announce the newest technicians to be certified by Otterbine’s in-house Service School programme.

Reesink Hydro-Scapes has long supported the provision of training for customers and dealers and this latest one saw staff from three of its dealers – MG Turf, H20 Plants, Dinsdale Irrigation and Inspired By Water – travel to Otterbine’s factory in Emmaus, Pennsylvania for a series of seminars to learn the skills to provide the ultimate level of service level support for Otterbine customers in the UK.

The seminar was led by Otterbine service manager John Lore and covered troubleshooting, problem diagnosis, electrical theory, unit repair, motor controls and cable sizing.

All of those enrolled passed a basic competency test and are now authorised to do warranty and routine Otterbine repair.

But why is this important?

Customer service is a cornerstone of customer experience, but how can it be ensured that Otterbine’s reps and dealers have the knowledge and resources they need to represent Reesink’s products or services properly?

The answer lies in knowing how to improve product knowledge in customer service.

The statistics on this speak for themselves; let’s take a look:

  • 65% of customers said they held higher expectations for customer service now than in the past.
  • 86% of customers are willing to pay more for a better customer experience.
  • 76% of customers expect companies to understand their needs and expectations.
  • 61% of customers say they would switch to a competitor after just one bad experience.
  • 31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience.
  • 90% of customers say that having their issue resolved quickly is important to them.

In-depth product knowledge gives employees the confidence they need to engage customers with better services. To improve product knowledge in customer service, companies need an effective product training strategy, which is exactly what Otterbine’s in-house Service School programme provides.

Robert Jackson, Reesink Hydro-Scapes division manager, says: “MG Turf, H20 Plants, Dinsdale Irrigation and Inspired By Water were already doing a fantastic job promoting, selling and supporting customers with Otterbine products but this recent certification means they can take that service to the next level.

They can further increase customer satisfaction and loyalty, earn new business, be better equipped to tackle challenging conversations that a competitive market may pose, improve efficiency and increase productivity.

Robert Jackson

Reesink Hydro-Scapes Division Manager

Attendees of Otterbine’s International Service School.

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