Why Regal Considers Customer Service Critical

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In a culture that often equates money with success, the importance of customer service seems like a long-lost art.  But at Regal Packaging Services, we believe that customer service is critical to our success.   Customers, especially in the food industry, need to know that we stand beside and behind them in the production or packaging of their product and in the food safety they present to the consumer at the local grocery store.

To that end, our processes and procedures are designed to do just that.  We have the knowledge and expertise that our customers need to succeed.  Here’s an example:

A customer called and inquired, “What size test standards should I be using?”  Before we can answer the customer, we have to ask a few questions in return:

1. What is your product?
2. Is the product frozen or chilled?
3. Is the product wet or dry?
4. How is the product run through your metal detector?
5. Is the product boxed, bagged or uncontained?
6. What kind of metal detector do you have?
7. What size is the aperture of your metal detector?
8. Where are you placing the test standard?

Since our salesman and service technicians have decades of experience, once those questions are answered (among others), we can provide a starting point.  In other words, we can tell the customer, “You should be able to achieve…”  If a company’s customer service representative doesn’t have access to that knowledge base, the customer would be left in a quandary.  Collectively, Regal has nearly a century of experience in metal detection and x-ray inspection.

Our Testrods Division is ISO 9001:2015 Certified, which means we have a Quality Management System (QMS) in place to maintain a set of production, inspection and quality control procedures and policies that ensure our customer gets a product they can trust.  We are continually working to provide metal detection and x-ray inspection verification test pieces we know will work without fail on the customer’s manufacturing line.

If the management of our processes gets haphazard, it could mean that a consumer gets contaminated food at the family dinner table. 

Our procedures ensure that:

1. Each lot of metal balls received from our supplier is NIST certified by size and randomly and thoroughly tested for accuracy, consistency and detectability.
2. Every acetal molded test pieces is checked to verify there is no trace of metal that might affect the final standard of measurement for our test pieces.  Acetal molded pieces are certified as food grade safe nearly indestructible, with a melting temperature over 300°F.
3. Molded test pieces are engraved with size and type metal, including certificate number and our company information.  You’ll always know where your test pieces come from and where to find answers to any question you might have.
4. The metal sample will remain intact, safely encased without worry or concern that it will end up somewhere in your product.
5. Adhesive used in the manufacturing process to encapsulate the metal standard has an application temperature over 350°F, a softening point of 194°F and is FDA approved for food contact.
6. Before test pieces are sent to you, each piece is verified as having the correctly engraved information.  Your order won’t require a return and you can implement the test pieces in your quality control process without worry.  Test pieces are also checked to before shipping to meet our rigorous standard of excellence, including a final test in a live metal detector to ensure proper levels of detectability.
7. All products are guaranteed against manufacturing defects, and even custom products are returnable.  Should a return be necessary, we promise to act quickly and efficiently in getting the correct product in your hands.

At Testrods.com, we check, double check, triple check then re-check to mitigate against any kind of safety issue.  We value our customers’ business, and, more importantly, the safety of their customers!  Since we back our products with honesty, integrity and dependability, we believe we are the most trustworthy source of test pieces on the market.  And ISO Certification is part of the evidence to support that claim.