As service providers (and customers ourselves) we have a certain expectation when we contact a Customer Service Department. We expect the representative to have all of the answers that we need.
As much as we train and educate our representatives to emulate what we’d like in our own customer service experience, the truth is that we do not always meet that mark. We do our best to ensure quality service, however, sometimes getting back to you at a later time with the correct answer is the best answer for us all.
In order to facilitate better understanding and answer quality, here are a few do’s and don’ts to help you get better customer service when calling us:
…start with your name and a brief description of your issue. This allows us to get to the proper application to be able to better assist you – while we focus on door and glass installation and repair, sometimes it takes detailed descriptions so we can understand the problem.
…give as much information as you have. Have we repaired your glass or door before? Did we install it? If so, please tell us so we can reference your account. This will give us a much better understanding of the specific product you are talking about. If you have photos, offer to send them. We can tell a lot from looking at pictures of your door, assembly, broken glass, etc.
…bear with us as we take your information. We need certain information to assist you. Many times we have to document all interactions, and this takes some time to get it all down. Please be patient. If we ask you for your email address or phone number, it’s because we need it to be able to reach out to you. If you are asked for your address, we need the whole address, not just “Lancaster Pike in Malvern”. Many times there are other locations that are similar to yours, and our service techs may have trouble finding you during your appointment.
…assume that our customer service representative is working with other clients when you call. While taking your call is a priority (after all, without our loyal customers we wouldn’t have a job!) we do have many other customers to service. If we cannot get you an answer while you are on the phone, please know that we are working on it and will get back to you as soon as possible. We do not like to disappoint our customers, and we make every effort to make your repair as quick as possible.
…assume we have your project in front of us when you call. You’d be surprised by the number of phone calls we receive where the customer starts out with, “You know that piece in my door….” Unfortunately, we cannot see your door. We are in the middle of work with dozens of customers at any given time, and as much as we’d love to, we don’t always know exactly what each customer’s specific job has required right off the top of our heads. We have to look things up and confirm what is going on.
…assume you’re always speaking with a veteran repair person. The representative who answers the phone could be new to the company and in training. Please understand that when we ask questions, it is not because we are uninformed; we could still be learning! There are literally thousands of door hardware parts and glass types, and it takes time to know each and every one of them. Sending in pictures of your door or broken glass will always help because we can forward them off to our repair service manager or project manager for further input. Be prepared with an image or two of the problem piece, so that we can expedite your request and get your door repaired as soon as possible.
Our service department customer service representatives are here to help your door or glass repair process go as smooth as possible, and we look forward to helping!