Armstrong Residential Flooring The Floor Board Blog The Floor Board Blog

Inside Armstrong Flooring’s Customer Service Group

October 21, 2011 4:05 pm    Posted by wendy    Comments (2)

Wendy Roeser, Manager of Customer Relations - ArmstrongWith over 18 years in Customer Service, you know I gotta love this job! Nothing gives me more pleasure than knowing I work for a company who takes pride in providing quality products and service to our customers!

As a customer service rep and now manager, I’ve come to the conclusion that most of our customers don’t call to complain. Truly, they are calling because they bought our product – which they love and adore in their home – but have an issue or a question about it. They want to be treated with respect, speak with a knowledgeable person, get solutions to their issues or inquiries, and have the answers provided accurately and efficiently the first time they call. Like most of us, they don’t want to be transferred between departments or from rep to rep! So we do our best to accommodate them.

Why Do Customers Call Us?

Some of the most common issues they inquire about are how to maintain their floor. Sometimes they use products that are not recommended for our floor, and they’re looking for us to provide a solution to help restore their floor to its original look. Or, they may have just purchased an Armstrong floor and want to be sure they use the proper product to ensure it keeps its beauty for many years to come.

DIYer installing Armstrong FloorIn today’s economy, more and more homeowners are purchasing flooring that they can install themselves. By doing their own installations, they are able to save money that would be spent for installation labor. Armstrong provides many flooring options for “Do-it-Yourself” (DIY) homeowners that are easy and quick to install. When DIYers call us, it’s usually about pattern matching vinyl floors or how to transition from one type of flooring to another between rooms. 

Our homeowners and consumers are very savvy in browsing websites. When they are about to make their purchase, they will contact us to find a retailer who sells our products. Our retailers represent the Armstrong brand and will provide warranty-related services the consumer may need after the sale.

Speaking of warranties, Customer Service also receives calls from homeowners with warranty questions. We have loyal customers who may have had our product in their homes for over 20 years. As a result of normal household use over that time, they may have experienced an issue with their floor. That’s when they will call us to see if their issue is covered under our warranty.

I am proud to represent Armstrong as a customer advocate, because I, too, am a consumer of products.  I take pride in living the “Golden Rule” – whether on the phone or face-to-face – and “treat others the way I would like to be treated!” Our Customer Service Team strives for world-class service by offering product and technical knowledge, readily available reps to handle customers calls “live”, and providing quality, professional, efficient service with a “smile”!

*Do you have questions about flooring? The Armstrong Customer Services team is available from 9:00-4:30 p.m. EST Monday-Friday, at 1-800-233-3823.

 

Wendy Roeser serves as the Manager of Customer Relations, Technical Services and Customer Order Shipment for Armstrong Floor Products. Wendy has worked at Armstrong for 24 years and has considerable experience talking to consumers about flooring issues. Her favorite topics to blog about include: floor cleaning and maintenance. Wendy loves going to auctions and antiquing. She also confesses that her favorite movie is “Grease” – which she has seen over 100 times!