Customer Service Excellence

The week of October 3rd through the 7th is National Customer Service Week, which is designed to raise awareness of customer service and the vital role it plays within an organization. It is also an opportunity to say a big thank you to those who work in customer service for a job well done.

Hoffmaster’s Customer Service Department is broken down into three areas of responsibility: 
1.  Customer Service Representatives (CSR), who are responsible for answering customer calls, inquiries and providing support to sales;
 2.  Stock Order Processors (SOP), who are responsible for entering all stock orders; and
 3.  Custom Print Order Processors (COP), who are responsible for entering all custom print orders.
 Our department is also uniquely organized to line up with our sales territories. 
This structure is also physical in that a CSR, SOP, and COP covering a specific geography are seated in the same area so they can easily communicate as a team to ensure speedy and accurate answers are provided. This also allows each member of the team to become familiar with the customers and salespeople in a specific geography of the country.
As we prepare to celebrate National Customer Service Week, we are planning to involve our entire company in the celebration as everyone at Hoffmaster® works very hard toward achieving the common goal of providing exceptional products and service to our customers. Without our customers we would not be here! 

Customer Service is not a department, it’s an attitude!