4 minute read
CUSTOMER SERVICE THAT’S ‘HEAR’ FOR YOU
by Peter Garcia , Customer Service & Support Manager
In an age of Zoom meetings and virtual gatherings, SuperSprings International (SSI) is a relationship-first company. Firm handshakes (try not to cringe) and crawling on all fours to inspect the undercarriage of the newest model year vehicle is what SSI was built on. It’s the foundation that Gerry Lamberti, Engineer and CEO of SuperSprings International, has always maintained and continues within the company’s core values today. Every interaction opens a lane for the emergence of a new relationship. Virtually or in person, at a trade show or a training session and even chatting over a phone call or an email. Part of our journey is providing high-quality service and support to assist you in yours.
We’ve all heard the adage about why we have two ears and only one mouth, or some recycled version of it. Well, we too believe that the best way to solve a problem is by listening. Since the early days of SSI, the company has been heavily invested in listening to the issues, concerns and desires of people exhausted by the never-ending maintenance that comes with automotive suspension enhancement. To be frank, it is how the innovative solutions that Gerry and the team have designed to be what they are now. That same sentiment is not only carried out by every team member donning the “S” Badge, but especially by the ones that form the Service and Support team. Working as a consistent and united front, we take pride in our willingness to listen first. Our team is as unique and versatile as the products we manufacture. We also understand that the people using our products are just as unique, maximizing the importance of hearing people out. After all, doctors don’t prescribe before diagnosing, right? So please expect a few questions to help us get to know you better when you call or send a message. And hey, if you want to call just to talk, then we’re all ears!
“Patience is a virtue.” Another saying we’re all familiar with. SuperSprings International is made up of teams that prioritize the research, development and production it takes to provide a world-class solution. However, we don’t stop there. Our ability to respond to and follow up on application questions, installation troubleshooting and more is an aspect we work on daily. With an answer rate nearing 95%, phone calls to our offices are just as important as the evening dinner bell. We don’t miss many, but when we do, the countdown to call back starts ticking! We reply to emails within 24 business hours and automatic replies are sent when the team is out of office. One of our latest channels made available to reach our team is through our website. Primarily used as a wealth of product information, here we offer the ability to chat and receive quick, precise information.
Ken Wilkinson, SumoSprings Inquisitor
The team operates with eyes acting as ears and really only uses automation to get the conversation started. We know robots can only do so much, so our humans are here to help with all communication channels.
All of this has been to say that here at SSI, the craving for a personalized experience is heard loud and clear. With a product return rate of about 1%, and an even lower warranty rate, our parts are ultimately created with the desired end-results in mind. With over two decades of product knowledge and hands-on experience, our tech support team is always ready to hear about something we haven’t yet. Historically, SuperSprings International has reacted accordingly to requests and proactively generates trusted suspension solutions. Suspension solutions that help ease unwanted symptoms, reducing maintenance and in some cases, preventing repairs. As the economy and events open back up, our customer service and support team has been here through it all. We hope to hear from you!
To contact SuperSprings International Customer Service team, call - 800.898.0705 email - support@supersprings.com or chat - superspringsinternational.com
