5. We’re located outside the U.S. When you call Smart Furniture you will be talking with someone who works in the good ol’ USA - Chattanooga, TN to be exact. We do not outsource our customer service – a real person actually picks up the phone when you call. No infuriating, cold, impersonal answering system here. However, we do have funny southern accents and don’t be surprised if we offer some sweet tea and biscuits & gravy while we chat and visit with you.
4. That’s not my job. You read that correctly. We believe ALL OF IT is our job – taking care of you, our customers, the best way we know how. Now you may get someone in the accounting department answering the phone instead of a CSR or a sales team member, but guaranteed that if they don’t know the answer to your question they will find out for you. Our goal is to provide you with the best customer service you have ever experienced – and that’s everyone’s job here.
3. I don’t care. To us, customer service is relationship building. Shopping online is impersonal but we aim to make your experience with Smart Furniture engaging, genuine and friendly. Often, the only impression one has of the business from which they buy is a brief phone call with them or the tone of an email you receive from them. We understand this and so we try to ensure that every point of contact you have with us (from our website, phone calls, emails, and even the t-shirts we sometimes send to customers) lets you know that you are important to us. We believe the difference between ordinary customer service and extraordinary customer service is that little “extra” – and every one of us at Smart Furniture cares about that!
2. I can’t do anything for you. Should you ever hear this from a customer service rep (words that will never be spoken by any staff member of Smart Furniture) basically what it means is “I don’t care”. (see #3 above). We pride ourselves on being creative and being able to think outside the box – abilities which help us to help you with any customer problem, concern or dilemma you confront us with. We can’t make everyone happy (see our special note to party poopers in our FAQs here) but you can be confident that we will do all we can to find a solution for you.
1. Your satisfaction is not our primary goal. Let’s be honest – there are hundreds, if not thousands, of companies that sell the same products we offer also online. So why should Smart Furniture be different? Because YOU are the difference. We don’t sell products – we offer award winning customer service and our relationship with you is not like other companies. You think it all ends once you get the email notification your order has shipped? Wrong!! We follow-up with you and ask about your experience with Smart Furniture, determine if your delivery went smoothly, send you a customer service inquiry begging for feedback on how we are doing, and sometimes we will call just to chat and say hello and let you know that we have not forgotten you. We want you to be satisfied, we want to exceed your expectations of our capabilities and we want to be the platinum standard of customer service by which you compare all other companies. Your satisfaction IS our primary goal – because we aren’t satisfied and happy until you are. Because you are that important to us.
Coming Up – 5 Things Your Smart Furniture Customer Service Rep Wants You to Know!
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