KENNESAW, Ga., Dec. 1, 2006 - FAQ stands for frequently asked questions, and Web sites employ them to help visitors get answers about a company's products or services, but for the Yamaha Marine's customer relations (CR) team in Kennesaw, Ga., FAQ really means frequently answered questions.
"Our FAQs come from our CR reps' experience with customers on the phone. Many calls come from new owners or someone unfamiliar with boating and some do not understand the difference between maintaining their car and maintaining their new boat," said Bob Popiel, a Department Manager in Marine Service.
"The goal is to answer any and all questions our owners or potential owners have about Yamaha outboards, and we listen to about 150 of our customers' calls a day. That's a small percentage of Yamaha owners, but to the owner calling in, his question is the most important thing in his life at the time."
"We decided to tally the kinds of specific questions we receive, and from them develop our Web site FAQ list," said John Potzauf, Supervisor for Yamaha Marine CR group. "Having them on the Web site lets customers check at their convenience and at any day at any hour. We also get regular reports that we study to tell us which questions are the most popular and what areas we need to improve. We're available 8:30 a.m. to 5 p.m. EST and our toll-free phone number is (866) 894-1626."
"We also found out that our customers appreciate getting a chance to talk with a real person when they call in, not a voice recording. We asked our callers if they'd like to have such questions and answers on our Web site and it was a virtual buy-in. Our dealers love it, too, because it helps their customers."
To prepare them for their work with customers, Yamaha Marine CR reps attend much of the same technical training that Yamaha dealers attend.
Potzauf said the most common topics involve the outboard fuel system, especially ethanol, moisture and contaminants in the fuel. Concerns range from clogged injectors to filtration.