Featured in Changing face of PV – 12-2014

What the customer wants

Inverter after-sales service: Providing good customer care used to simply be a case of maintaining a 24-hour phone line and a local spare parts warehouse. But as inverter suppliers have globalized, how are after-sales service standards being maintained around the world, and what are the challenges associated with such growth?
By
Ian Clover

Although globalization has helped tear down walls of ignorance across the world, the phenomenon has simultaneously worked to uphold the last vestiges of long-held stereotypes. For example, the reliable quality of goods produced in Germany is universally appreciated and admired, but the unfairly held notion of the ‘humorless, sober German’ prevails. It is cognitive dissonance …

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