To back up its legendary products, T&S is proud to provide legendary customer service.
“We’re just all about the customer, helping the customer, however we can and as quick as we can,” said Cindy Shelton, a long-time customer service representative at T&S headquarters in South Carolina.
She joins other representatives in South Carolina and California to answer hundreds of customer inquiries every day, from the U.S. and around the world, via phone, email and online chat
. The T&S goal is to answer at least 90 percent of all calls within 30 seconds and respond to emails within 24 hours (though many actually get answered within minutes — hands down the fastest in the business).
Far from operating with a script or basic information, T&S customer service representatives undergo two to three months of training before ever answering their first call — and even then it’s with the support and guidance of a mentor. The average tenure for customer service representatives is about 10 years.
“We’ve got a lot of knowledge in here,” Shelton said.
Here are the four most common types of questions reps receive and the way they put their knowledge to work for customers.
Q: How does this work?
: Technical questions regarding the function or installation of a product are the most common inquiries received at T&S customer service.
Representatives are typically able to answer the question right away based on their experience with T&S products. If not, they turn to T&S engineers for help. In one case, a quality engineer grabbed a specific sprayer from T&S stock and tested it while on the phone with the customer to ensure the provided solution was complete and accurate.
Q: What’s this thing?
: A plumber or engineer working on an installation, update or repair will often need a replacement or adapter product and may not know how to identify their specific need. T&S customer service has received many a “What’s this?” photo via email and assisted customers in identifying the needed part.
Q: Do you have what I need?
: In short, yes. Customer service representatives often work closely with engineers to identify what needs a project has and what products provide the ideal solution and then offer the necessary specifications for the project.
Q: Where’s my order?
: T&S’ Quick Ship program allows 81.46 percent of orders to be shipped the same day they’re received. Customer service representatives are happy to confirm whether an order has gone out or, if not, when it will. Reps can also check on current stock of a product, provide pricing and place new orders.
How can T&S Brass customer service help you?