Customer Service is not a department but an attitude that we instill throughout Laguna Tools.
We are often asked how our customer service is handled, and we understand that this is an important component when making a decision on a major purchase. We have developed a proven system that gives the management in our company instant visibility of who has called, what their issues were and how Laguna Tools addressed their problem. It starts with the customer calling into Laguna Tools or e-mailing Customer_Service@lagunatools.com; then the customer’s account has a ticket attached to his/her file.
Customer Service contacts the customer as soon as possible and in most cases it is within the hour. Each call is taken in the sequential order in which it has been received, and our staff must attempt to make contact with the customer a minimum of three times before they can close the ticket. These calls must be made at different times of day and, if needed, we will call all of the customer’s numbers on the account to make contact with his/her. Every issue, concern or question is documented in the customer’s file with the answer and any other additional comments to assist the customer in getting the best performance from their machine.
Throughout the day the number of tickets are monitored to evaluate our performance and to review the issues our customers have. Later this month we will have a short video actually showing you how a typical customer’s questions are documented, answered and logged. Be sure to check out http://www.lagunatools.com. Additionally, to help you get the most out of our products we produce “How to” videos on specific products which you can find on our website or youtube channel.
Please make sure you are a registered customer on the Laguna Tools website.