The Art of Furniture

Charleston Forge has a long history of hand-building beautiful, high quality, steel, wood, and leather furniture. We have an extensive catalog of products and do a large amount of custom work and have built product for retailers such as Room & Board, Restoration Hardware, Crate & Barrel and Bloomingdales, Starbucks, just to name a few.

Why Many Businesses Fail at Customer Service (and why we get it right!)

Charleston Forge - Tuesday, June 27, 2017

Meet our Charleston Forge customer Service team, friendly, courteous and knowledgeable. Our team understands the best customer service comes down to not just providing the service the customer needs, but we must go beyond the request and understand each customer as a person. 

Here is what our team members have to say about how they personally strive to provide the best customer service in the industry. 

Kelly Gwaltney, Administrator Manager

Q: What makes for great, not just good, but great customer service?

A: "Empathy & product confidence. The customer wants to be understood. The best results are achieved when we try to understand their point of view. But along with that, being confident in the product & company you work for reflects in every action & conversation. Our team has great pride in Charleston Forge and stands behinds the quality of our products. This makes our job easier and the customer happy."

Q: What is one habit you have that makes phone calls go smoothly?

A: "I practice patience and I try not to rush the customer."

Q: What is a reason some businesses fail at good customer service?

A: "By too much multitasking. Sometimes Customer Service representatives get bogged down with other tasks & lose sight of their most important role. Customer Service is the front line. When the sales reps & customers feel confident we are here to support them, they support us with their orders."

Shirley Light, Charleston Forge Customer Service 

Q: What makes for great, not just good, but great customer service?

A: "Listening to the customer so they know you are present in the conversation ​without distraction."

Q: What is a common mistake customer service representatives make

A: "Not getting all the information/facts prior to making a decision on behalf of the dealer/situation. We have to take our time and really listen and ask the right questions."


Melita Russell, Charleston Forge Customer Service

Q: What makes for great, not just good, but great customer service?

A: "Not taking anything personal and realizing you are there to help the customer to the best of your ability. Not fully investigating an issue and giving an answer too quickly and incomplete or without all information necessary to have the issue resolve."

Q: What is one habit you have that makes phone calls go smoothly?

A: "Take a breath and smile before answering.  It puts me in a more positive frame of mind and helps me when changing gears between tasks."

Melanie Ellis, Charleston Forge Customer Service


Liz Cheek, Credit Manager




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