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What does our Customer Care Team have in Common?

gina on phoneAt Tools USA we have an awesome Customer Care Team (CC Team). On hand to help you with your purchase, before, during and after the sale. They are there to answer your questions, find solutions for your shop and make sure you know what you need to know to make a smart and informed choice.  We know that you can buy from several places: eBay stores, amazon or Craig’s list. We offer a higher level of service and a happier customer.

What all of our customer service members have in common:

PATIENCE- What an important tool when a customer may be confused or frustrated. The extra time that is taken to help the customer figure out what they want or need makes the difference in whether or not that customer will order from us again. From our CC Team Member Gina, “I always focus on the person, not the issue, to make them feel important and that they have my undivided attention for whatever they may need.”

heatherKNOWLEDGE- Knowledge is important. Each member of our team know the in’s and out’s of how our products work in the same manner that our customer uses our products every day. With many of our members working here for over 10 years, our CC Team has decades of combined experience in our products, the customers we serve and the industry we love. From our CC Team, “We have the most knowledgeable staff in the industry. I feel like our customers have such an advantage in the market because they have a team behind them to help them select the right equipment to succeed.”  Let us share our experiences with you and help you find the perfect product for you needs.

SOLUTION-ORIENTED- A unique personality trait of everyone on our CC Team is their ability to stay focused on solutions. Weather it’s an issue that needs a solution, or a shop who doesn’t have the room for a paint booth, or the auto repair shop that needs a lift. We keep our focus on our customer’s satisfaction and try everything in our power to find solutions and answers for them. We want our customers to feel that we are right beside them, to help and guide them through quality products, knowledgeable sales team and the desire to grow both our business and theirs.

Our Mission Statement: Delivering Excellence to the Automotive and Painting Industries. Every Product. Every Customer. Every Day.

Our Customer Care Team Members are the backbone of our company. Give Gina, Jennifer, Rosie, Kelly, Mark, Zach, Andy, Heather or Ryan a call at 800-451-2425! We love them all and know you will too!

Tools USA Customer Service Desk

FROM THE DESK OF GINA GILCHRIST: CUSTOMER SERVICE REP

photo 1For any successful company, their customers make them who they are. When problems arrive, the first point of contact is the customer service department. We are like fire fighters on the front line, fighting fires that range from defective equipment returns to making sure the equipment that a customer needs is correct before we send it out to them.

We get happy customers calling to say thank you and we get irate customers calling because something wasn’t what they thought it was. Whatever the situation, I am here to help them become a client of ours for life. That’s my job.

We don’t want to lose any customers because of poor service. I understand that there are customers out there that just can’t be pleased, but we will try everything we can to solve any issue that they have. I believe in being diligent and giving a lot of TLC to our customers.  As a customer service rep at Standard Tools and Equipment, I know that what I say and how I respond to our customers will go a long way and have a huge impact in our customers experience.

There is article after article about great customer services. Tips, tricks, software, pop-up windows and such … but what I believe makes great customer service goes all the way back to my  Kindergarten days, “Treat others as you would like to be treated”. It’s simple. We believe in our customers, and we enjoy them. I truly enjoy my interaction with them each day. Please let me know how I can assist you.

Check out some more about our Customer Service policies here.

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