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Page 8 of 107

MAY 2023 I PCB007 MAGAZINE 9 Instead, our customer service coverage looks at the many facets of the industry by letting oth- ers tell their own stories. I am confident you will find something of value in at least one of those stories we tell. Barry Matties files a dispatch from Houston, where e Ion's Joey Sanchez is cultivating net- works of people to bring complementary skills together. Joey's philosophy is the core of cus- tomer-centric thinking. In addition, columnist Dan Beaulieu has been writing about customer service for years. We asked Dan to pick his five favorite columns on the topic and you'll get to read those here. Speaking of columnists, Paige Fiet discusses manufacturing as a customer service ecosys- tem, and Todd Kolmodin keeps his eye on pos- itivity and morale in the workplace. Further- more, you'll find updates on solder mask leg- islation and regulation from Chris Wall, and an interview with American Standard Cir- cuits' John Johnson on their customer-driven focus on ultra HDI. roughout the magazine this month you will find short pieces telling customer service stories meant to inform and inspire. Customer service is equal parts science, art, and inspiration. Once you find your groove, you know—and you'll know when you've fallen out of the groove as well. Delta Airlines dem- onstrated impeccable customer service for me, halfway across the globe. ere is plenty of cus- tomer service success in our industry, too. As always, if you have story ideas, or your own customer service adventures to share, contact me at nolan@iconnect007.com. I'd love to hear from you. PCB007 the gate in Narita with a replacement boarding pass and a photocopy of my passport's ID page. ey said they would vouch for me at the gate, and when I arrived in Shanghai, another Delta agent would walk me through passport control with the photocopy. Everyone involved knew that this was a high- risk plan; passport control officers might not let me through, in which case, I would have to wait in the international arrivals terminal for 18 hours until I could be reunited with my plan- ner. Sitting on that plane, somewhere west of Kamchatka, this plan sounded preferable to being refused entry altogether I'm happy to say that the plan went off with- out a hitch. e Narita agent was there as I deplaned, holding a new boarding pass and two passport photocopies—one to show the gate agent and one for my pocket. Arriving in Shanghai, Delta once again came through. e next agent was there, waiting for me. She kindly walked with me all the way to the pass- port control desk, where I'm assuming she explained the situation (in Mandarin) to the officer and produced the passport photocopy. is conversation lasted for about two min- utes, ending with a longish monologue from passport control before they both nodded, he stamped the two photocopies, and waved us on. e Delta agent motioned me to the side, explained that they were allowing me entry, and that my passport would be brought to passport control along with the stamped pho- tocopy so that the stamp could be duplicated in my book prior to sending the whole planner on to my hotel. e next day, while I was in my hotel still adjusting to the time change, I heard a knock at the door. A bellhop had my planner for me, the passport was stamped, and everything else—including the cash—was undisturbed. at, ladies and gentlemen, was customer service. In this month's issue of PCB007 Magazine, you won't find customer service stories quite as harrowing as the one I've just described. Nolan Johnson is managing editor of SMT007 Magazine and co-managing editor of PCB007 Magazine. Nolan brings 30 years of career experience focused almost entirely on electronics design and manufacturing. To read other columns or to contact Johnson, click here.

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