Gun maker’s customer service

[JeffsSig]

Gun maker’s customer service

We all know or should, that the person on the other end when you make a call to CS is a person. They are human. They have good days and bad days just like you and I do.

I am guessing that with all the gun sales that the companies are or have been at peak production. Along with all these sales they are bound to sell to many who have never held a gun before. Not to mention those who have never experienced a small problem with a gun.

Yes we all started out inexperienced and had silly questions and a limited understanding of how a gun works or don’t work.

So give these guys at CS the most respect you can muster up. Don’t talk to them like you know all there is to know about guns.

Start out talking about the weather where they are.

Use small talk.

Ask them how their day is going.

Remember their First name and use it as you talk with them.

Get to know them the best you can in a one on one phone conversation.

Then start with ASKING them how you might find a solution to the problem you THINK you have.

In other words make them feel like they are the master and you are the student.

Work with what ever solutions they suggest even if it is a simple one you THINK you have tried. It may surprise you to find you overlooked something.

You may get someone who is too rude and direct for you to deal with. Take a moment of their time and listen. Do what they ask. Say thank you and hang up wishing them a nice day. Wait a few hours maybe trying to guess what time that particular rep is gone to lunch and call back and hope you get someone you can deal with better. You may also need to wait a day or two and try different a different time of day.

I am just rambling on as I see so many who say such n such company has bad customer service.

It makes me wonder how the customer treats CS when they call.

[gregintenn]

Remington, in my experience, has one of the best customer service programs in the industry.

[TGO David]

As does Smith & Wesson.

These are really good suggestions. It's all about "playing the angles" sometimes.

[DaveTN]

I wish all products had CS like S&W; they are famous for theirs.

[Trekbike]

+1

Being a hard*ss customer might get you some initial results, but it won't get you as far, or possibly better service in the long run if you are polite, friendly, etc.

That doesn't mean you roll over. Just treat people like you want to be treated and most of the time it works out.

[Dropkick Murphy]

Remington, in my experience, has one of the best customer service programs in the industry.

Amen. About 2 weeks ago I had to call C.S. and I got a less than satisfactory response. The guy was nice, and did his best, but I think his knowledge was a little lacking, not a big deal really.

However I sent in an email about it (it was a nice email explaining my problem and my first attempt to contact CS) and within 40 minutes I had a V.P. call me up and apologize. He sent me a brand new gun part which ended up not even being broken, but he wanted to be sure he didn't make a mistake, he sent me 4 free magazines, 2 hats, stickers, and other stuff for the kids.

I was blown away with the sincerity of this mans desire to help me. Hands down best customer service experience I've had.

[Guest GimpyLeg]

That's funny (tounge-in-cheek). I took a Support Center Certification earlier this summer, just cause it I could, and what you suggest is how the CS rep is to treat their Customers.

Not saying we all shouldn't treat eachother with respect and dignity, but this is how you would expect to be treated as a customer.

Oh, and Have a Nice Day!

[Guest Gun Geek]

Thank you for posting this JeffsSig.

All very true, dont get mouthy with the CS guys. Think about it, what do you do when someone gets mouthy with you... you lock down right. Also remember that these CS guys dont make the policies of the company so dont take it out on them when they tell you something you dont like. Above all do not curse or yell, handle yourself in a professional, respectful manner and you will be treated the same. Also completely agree with the idea of calling and pretending to know it all, as quite simply nobody does. There is always something to learn about any subject. Maybe the guy on the other end does know a little more about it than you do, maybe not, but at least give what they say a shot, if it doesn't work call back.

As kind of a CS guy myself, I know exactly what JeffsSig is talking about here. Once again thanks for posting this.

You can catch more flies with sugar than you can with salt. as the old saying goes.

[USMCJG]

Good post, much of which I agree with. But I don't think it is fair to expect the customer to have to work around a CS person, calling at different times or on different days to avoid them. They are getting paid to help the customer and should be polite and respectful, even to those people who probably don't deserve to be treated with respect. Being able to "turn the other cheek" and being able to leave you problems at home are part of the job. Any CS rep. who is incapable of doing that is in the wrong line of work. If you have a customer you can't work with, politely pass them off to a supervisor. At least then the supervisor will know the type of person you are trying to deal with should they complain about you. If you are the supervisor, then you have to already know how to grin and bear it.

As far as companies with good CS goes, Weatherby has been very good in my experience.

[jimic]

Browning CS

[Guest Gun Geek]

Good post, much of which I agree with. But I don't think it is fair to expect the customer to have to work around a CS person, calling at different times or on different days to avoid them. They are getting paid to help the customer and should be polite and respectful, even to those people who probably don't deserve to be treated with respect. Being able to "turn the other cheek" and being able to leave you problems at home are part of the job. Any CS rep. who is incapable of doing that is in the wrong line of work. If you have a customer you can't work with, politely pass them off to a supervisor. At least then the supervisor will know the type of person you are trying to deal with should they complain about you. If you are the supervisor, then you have to already know how to grin and bear it.

As far as companies with good CS goes, Weatherby has been very good in my experience.

I have to agree and disagree with you to a point. No you shouldn't have to avoid certain CS reps, true. However, nobody should have to sit there and take a verbal bashing or listen to a bombardment of cursing or yelling. It's not a matter of being incapable of doing that or bringing home to work with you. It's whether or not one should have to put up with it, and the answer is no. Supervisor or not, they shouldn't have to put up with that. There are other ways to express dissatisfaction or grievance. Once again a common courtesy or the golden rule comes into play. Yes they get paid to listen to customer complaints but they don't get paid to be talked to in an unprofessional manner.

[USMCJG]

I have to agree and disagree with you to a point. No you shouldn't have to avoid certain CS reps, true. However, nobody should have to sit there and take a verbal bashing or listen to a bombardment of cursing or yelling. It's not a matter of being incapable of doing that or bringing home to work with you. It's whether or not one should have to put up with it, and the answer is no. Supervisor or not, they shouldn't have to put up with that. There are other ways to express dissatisfaction or grievance. Once again a common courtesy or the golden rule comes into play. Yes they get paid to listen to customer complaints but they don't get paid to be talked to in an unprofessional manner.

I'm certainly not trying to defend disrespectful, foul-mouthed customers, but you are going to get a few and have to be able to deal with it as professionally as possible. No one deserves to be berated or disrespected, but I still think that it sometimes comes with the territory. You have to be able to placate some jerks. Sometimes professionalism, courtesy, and respect rubs off. Sometimes people will act more respectful when they are speaking to a "higher up". And if someone has to tell an unruly customer to pound sand as a last resort, let it be a supervisor or higher.

[gregintenn]

A big part of my job is customer service, and I find that while you run into a few idiots that can't be helped, most people end up being easy to work with once they learn that you actually care about their problem or concern.

[kckndrgn]

I will say that Henry Repeating Arms has great CS.

I bought a used U.S. Survival rifle KNOWING it did not work. When I contacted Henry I told them I bought a USED rifle, KNOWING it did not work and I wanted to send it in to get it checked. They said no problem sir, what is your address and we'll send you a UPS shipping label.

2 weeks after sending my rifle off, I got it back. The "invoice" listed the following:

Replaced ejector

Replaced Barrel

Replaced magazines (quantity 2)

The total cost was $0.00

I did not pay shipping either way, free repair to a gun I told them was defective when I bought it, yeah, that's good customer service in my book!