Building Upon a Foundation of Learning
Jeffery Jackson is a man of a thousand questions.
“I’ve learned to ask the proper questions until I get the information I need to help our customers,” said Jackson, who is part of the Muncie Power Products customer service team based in Muncie.
Through years of training and continuing education, Jackson is confident in his knowledge of the hydraulics industry.
“We have a great training department, and we go to numerous schools every year to learn about new products and get refreshers on our current products. I always have that foundation to rely on,” he said.
Whether trouble shooting a problem or discussing special features, Jackson has an encyclopedia-like knowledge of the company’s products. Despite the extensive training, he admits he occasionally gets a call that requires some investigative skills.
“Every once in a blue moon someone will come up with a doosie. I’ve learned to never assume. It’s all about listening to the customer and building on what they tell me,” he said. “Sometimes I ask them to gather more information and call me back. I have people we can call for assistance. We always come up with a solution.”
Although handling calls can be difficult, Jackson enjoys the challenge.
“It keeps you thinking. Within the hydraulics industry, there is so much information to know. You have to keep up with the new developments,” he said.
Jackson is glad to be a part of a company that values people who want to grow.
“Muncie is family founded, and most everyone started on the bottom and worked their way up. There’s a real camaraderie here,” he said.
The employee longevity directly benefits the consumers.
“We all know so much about the products because of where we started. We have a good, repetitive group of customers, and they know they can get what they need when they need it, whether it be product knowledge or actual products,” Jackson said.
Helping clients is Jackson’s main goal, but he finds the commitment to customers is a priority for everyone who works at the company.
“When new employees go through training, they listen in on our phone calls and hear us go through a number of different scenarios,” he said. “Before they go anywhere, they come through customer service.”
According to Jackson, the corporation’s devotion to the people who buy its products is reflected in the long list of return customers he serves.
“Our customers are great, and they appreciate our products and what we do,” he said. “It’s all about satisfaction.”