Calls to the Customer Response Center are always answered by real people, not automated machines. Callers are never given the runaround, and their concerns are never ignored.

The center, which has been in operation for two years, came about as a result of direct customer feedback to the company.

Although the local New Holland dealer is always a customer’s first point of contact when questions arise, the center is there to serve as a liaison between the customer and dealer. The local dealer remains the farmer’s main source for technical information.

No Call Ignored

Every call to the center is logged into an electronic contact management system. This system provides a record of how many calls are received, who called, exactly why they called, and how long it took to get an answer back to them.

All calls are followed-up to make sure the caller’s concerns have been resolved. While it may take a little time to obtain an answer, no call is ignored, and no question ever goes unanswered. Of course, the New Holland Customer Response Center may not be much help when the farmer’s daughter is attempting to pass college entrance exams. It doesn’t offer marriage counseling, and it can’t pick the next winning number in the lottery. But when it comes to the business of farming with New Holland machines, the center will work tirelessly to resolve any customer’s question.

“We implemented the Customer Response Center to provide a contact point for customers to gain information about our products and services,” said Raymond Carrington, Customer Care and Relations Manager.

“Customer questions occasionally land on my desk,” said Al Rider, New Holland Vice President for Ag Business, “and I’ll tell you what, they are always answered quickly because there is no one more important to the success of this company than the people who purchase our equipment. They deserve our attention, and they deserve to have all their questions answered. Everybody wins when problems are resolved and questions answered.”

Customers who have called the center had these things to say about their experience:

“Very helpful. I am very satisfied. All the information I needed was provided.” Oceanside, New York.

“The Customer Care agent took care of everything. Wonderful job.” Plant City, Florida.

“The Customer Care agent even called back to ask how we were doing. Very impressive.” Laceyville, Pennsylvania.

“I felt I was the most important customer in the world.” Orange, California.

In an age when customers are too often left talking to a recording, New Holland customers may now find it refreshing to hear a friendly, sympathetic voice on the other end of the line. It will be the voice of a person trained to listen, and then to stay on the trail until an answer can be provided.

If you have a question for the friendly people at the New Holland Customer Response Center, please call, toll-free: 1-888-290-7377, 8 a.m. to 8 p.m., Eastern Time, Monday through Friday. Or, if you prefer, e-mail your question to New Holland at comments@newholland.com.

You’ll get an answer...guaranteed.