Retail Observer

RETAILOBSERVER.COM MAY 2022 64 S E R V I C E D E P A R T M E N T RO Randy Carney- Executive Director- PSA I n this day and age we're all dealing with lots of upheaval the likes of which we've really never seen before. The pandemic and the ensuing shutdowns interrupted a fairly robust economy, and even coming out the other side we've already seen scarce human resources dry up amid cost escalations and item shortages. There've been many companies in the appliance service industry that couldn't make it through, and many others that are looking for a leg-up in the challenging world we're currently in. Times such as these make it critical to be able to make your business stand out. Very likely you already have standards that you apply internally – perhaps becoming a Certified Service Center (CSC) will be the next step that makes you stand apart from the others in your field. The Certified Service Center program is designed to help consumers find quality service providers, to assist electronics and appliance manufacturers choose service centers for their warranty service networks, and to provide a standard for professional service firms that want to promote and strive to offer outstanding customer service. CSC designation allows you to differentiate your service from your competitors and to demonstrate to your customers and the service industry that customer service and satisfaction are the highest priorities of your service center. In order to attain recognition as a Certified Service Company, a service center must comply with specific requirements determined by representatives of the entire service industry. These requirements include approvals in the following areas. • Facility service capability • Code of conduct • Access to appropriate test equipment and tools • Customer service and warranty policies • Management skills • Technician certifications • Licensing and Insurance • Professional appearance The CSC designation is very important in the electronics service industry – some manufacturers are now requiring that their service network be CSC-approved. This isn't the case in the appliance service industry, even though manufacturers such as Electrolux, Fisher&Paykel, Haier Appliances, Samsung, SubZero, Whirlpool and many others support the CSC program. We really need to get more appliance companies involved – because the CSC program is key to raising the level of professionalism in our industry, and because it is a service industry-based organization that maintains high standards that tell consumers and manufacturers that your business is on a solid footing and ready and able to support their needs. The CSC program has been very successful in the electronics world – and now it's time to carry that level of success over to the home appliance service industry. To apply for CSC status, or to get more information on CSC recognition, go to www.c-csc.org, or feel free contact me at PSA: rcarney@psaworld.org. PSA is a strong supporter of CSC, and we would be happy to assist you in any way possible on the journey to CSC certification. Certified Service Center status places your company in the elite network of service centers that customers turn to for quality support. Let your customers know that they are guaranteed high quality. Your service deserves to be recognized, so take your business to the next level and start on the path to Certified Service Center recognition today! A VALUABLE TOOL TO DIFFERENTIATE YOUR SERVICE BUSINESS Become a certified service center

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