Eaton's Cooper Controls business has various customer service center locations around the world dedicated to supporting the business. We can be reached Monday - Friday 8:00 a.m. - 6:00 p.m. Eastern Time. We also provide voice mail coverage for calls received after normal business hours.
The manager, ironically, never acknowledged my request for assistance. There were a number of customers who witnessed my frustration that day and confessed that this particular store was one that they rarely visit for the same reasons – lousy customer service.
More and more of our clients are ensuring they understand the key drivers of customer satisfaction and dissatisfaction, and are using both lead measures (e.g. call waiting times, call dropouts, speed of resolution of issues) and lag measures (e.g. customer satisfaction with each interaction, overall surveys of customers for Customer Service ratings and Net Promoter Scores) to drive improvement.