Entrusted to deliver: Tim Walker, Customer Credo Ambassador

What does Bombardier’s Customer Experience Credo mean to its employees around the world? 

Captain Barrington Irving, Guinness World Record holder, entrepreneur, Learjet 40XR owner and proud Bombardier Ambassador, connects with employees to find out.  

Here, he visits with Tim Walker in the Aftermarket Methods Engineering department at Bombardier’s Wichita Service Centre. It’s a place where people, processes and tools come together to get aircraft returned to service – quickly and efficiently. 

Captain Barrington Irving: You’re a Bombardier Customer Credo Ambassador. What does that mean to you? 

Tim Walker: It means that Bombardier has entrusted me, as an employee, to deliver. That means going above and beyond every day to exceed expectations.  

Captain Barrington Irving: Bombardier’s Commitment Card isn’t just any card. I know this is something you all memorize but also try to live. How do you go above and beyond for customers? 

Tim Walker: From the employee perspective, we are always trying to improve the customer experience. What can we do better next time? That comes with feedback from the customers. They have to tell us what we’re doing right and what we’re doing wrong. It’s about being honest, doing what you say you’re going to do, and earning the trust of the customer. I like solving the problem, being the bulldog – don’t give up, don’t give in. A lot of variables can go in that can interrupt that process, as everyone knows! But it’s our job to do everything in our power to listen to the customer, make the right decision, find the right solution, and honour that commitment to get them out on time. 

Watch the rest of the discussion in this video.

To our customers: Our success depends on your open and honest feedback, as we strive to be exceptional by design – but also exceptional by experience. Please take a moment to share your customer service story using this form. We appreciate your valuable time.