Five points of great customer service:
The digital age is upon us and our methods of shopping are changing every day. People are looking on -line for goods and gifts. The large majority of our retailers have websites. Many are shipping directly from the manufacturers to their clients. Let us face it, no one needs beautiful dinnerware when we can use paper plates and dishes from Ikea for five dollars a bowl. Ours is not a commodity, but it is jewelry for your home.
Speedy delivery is the name of the game, but did you know that it takes the factory at least three months to fulfill an order of decorated porcelain and ship it by air or by ocean on a ship. (It is a big ocean!)
In your experience, do you call customer service some days and sometimes sit on hold for half an hour just to speak to a live person? And then you may get disconnected while they are looking to transfer you to someone who is actually in a different town? The phrase, “The right hand doesn’t know what the left hand is doing” is an apt description.
While so many people are declaring the benefits of the work- from-home task force, we think there is nothing more effective than the tried-and-true, face-to-face conversations on the phone or at the water cooler. Zoom and other virtual meetings are a wonderful invention, but it is not the same.
At Mottahedeh we are in the office five days a week and collaborating. We try to be a quick as possible and will go to special lengths to get people what they need.
Gail and Frank- Our customer service team
What is good service?
1. Connecting with an actual person in a short amount of time.
2. The service person listens to what you need, has a sincere desire to help, and most often
solves the issue.
3. The manufacturer has correctly anticipated the inventory needs and the product is available now.
4. The process of shipping and paying is made easy and the goods arrive in good condition and good time, or the retailer delivers the good when they say they can.
5. Everyone on the team understands what is needed because they discuss it with eachother and they work together to accomplish it. It takes a team. We want to be detail-oriented and yet flexible.
The ethos or character of an organization develops from the top down, and ultimately, it is the people who set the tone. We are grateful for a fine staff who put care into what they do.
Beautiful products are half of the equation. Consistently great service is the other half.
Hoping to talk to you soon!