Customer Service Week is an international event devoted to recognizing the importance of customer service and honoring the people who work on the frontlines serving and supporting customers. The International Customer Service Association began Customer Service Week in 1988. In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event, celebrated annually during the first full week in October.
At Duro-Last we pride ourselves on providing the World’s Best Customer Service. That claim applies to all employees, not just those who work directly with our external customers day-by-day and hour-by-hour.
All of our inside sales staff (CSRs) go through an intense process that includes two days of hands-on training on how to install a Duro-Last roof. It’s essentially the same training that new authorized Duro-Last contractors attend. This experience helps CSRs understand our products so that they are ready to assist customers in a timely and effective manner. The Duro-Last customer service team consists of Amanda Diedrich , Shannon Doerr, Kris Emerick, Katie Grantham, Adam Johnson, Peter Ouderkirk, Mike Pawlaczyk, Adam Scully, Aaron Snook, Stacey Wascher, and Eric Whelton, The have almost 30 years of combined customer service experience. Duro-Last’s Customer Service Manager is Wayne Ross. Our CSRs are available from 7:00am to 9:00pm Eastern Time Monday through Friday.
Christy Shorkey is the sales secretary for Duro-Last, assisting the entire sales department with their administrative needs. She’s involved in many other projects as well, such as handling the registrations for the Duro-Last Sales Seminar, attended annually by approximately 1000 individuals representing 200 of our contractors customers.
We also take care of our customers through our phone system. When you call Duro-Last during normal business hours you will always get a real person on the line – not a confusing automated system – to assist you with your call. Pam Histed is usually the voice you will hear on the other end, and she has been cheerfully getting customers connected to Duro-Last for over six years.
Need some literature or a product sample? No problem! Raphael Bassey is here to assist you with those requests. If you visit Duro-Last in Saginaw, Michigan, for a plant tour, he may even pick you up at the airport.
These are just a few of the ways that Duro-Last provides its customers with the Worlds Best Customer Service.
To show our appreciation for the hard work of our customer service staff, we celebrated National Customer Service Week with a kickoff breakfast on Monday, lunch on Tuesday, and a wrap-up lunch on Friday. Throughout the week there were team-building activities, and teams were entered into daily drawings for prizes.
The CSR staff is the starting point for assisting our customers with their sales needs. But this talented team also provides order advice, price quotes, and product details, and also expediently directs contractors to other appropriate resources at Duro-Last. Taking good care of our authorized contractors is their number one goal, and we were proud to honor them during Customer Service Week!