Masonite Slows Down and Listens – The Importance of Quality Customer Service

Smooth Fiberglass Door Unit with Piedmont Decorative GlassMost of us, at one time or another, have been required to call a company’s customer service department. While it is not something we necessarily want to do, by opening up the lines of communication, we are sometimes pleasantly surprised. A recent survey by TalkTo and ResearchNow revealed that 53 percent of Americans spend 10 to 20 minutes on hold every week calling companies for support. Why are so many people spending time contacting customer service? Simply put: people want to tell their stories and feel like their voices are being heard.

Listen
In this time-stressed world, companies – like people — sometimes forget to listen. Masonite is committed to making customer service a positive interaction. We work hard provide our customers with innovative, quality doors and excellent service. That commitment to excellent service begins with slowing down and listening.

On a typical day, the Masonite customer service team deals with a variety of issues such as product knowledge, delivery issues, special quotes and warranty resolution. Our customers range from smaller building material dealers to large big box retailers. Each customer has unique needs, and understanding these needs is vital for us to provide the best possible service. For example, knowing when a product is going to arrive and planning for the delivery may be just as important to a customer as a warranty resolution.

Communication
There is no such thing as a “little” problem. Communication is essential, which is why Masonite makes it extremely easy for customers to communicate with our customer service group.

Since many warranty complaints are related to installation error, the Masonite website includes installation instructions as well as a Frequently Asked Questions section. In addition, our toll free help line – 800.663.DOOR (3667) is open from 9 AM to 6 PM Monday through Friday. You can also email us anytime.

Earn the trust
Even the highest quality products can present customers with challenges. However, the way a company handles those challenges is what ultimately determines the business-customer relationship. If a problem occurs, customers depend on the Masonite brand to make things right. Whether it is a defective door, a missed delivery date or a technical question about installation, we know that trust is earned by listening to the issue and communicating the steps being taken to resolve it.

Resolution
Customer service is one of Masonite’s core values, and we work hard to communicate with our customers promptly and effectively. Sometimes we succeed, and other times we fall short. Even though Masonite is not perfect, we still strive for perfection.

Keeping customers happy requires a constant effort, but we are fully committed to listening and communicating to provide exceptional customer service.

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