Support from Step One: The Saf-Gard^® Customer Service Difference

There’s a lot to feel proud about at this company, but one of the real standouts for us is our customer service team. Okay, I know what you’re thinking: “Of course, Ashley would say that; this is her department we’re talking about here.” That may be true, but service is the bread and butter of Saf-Gard^®. It’s the thread that runs through each and every aspect of our company, especially its namesake department. So, since service is that important to our organization, I can’t help but feel honored to lead such an awesome team of customer service reps. And to top things off, here are some of the things our customers love about this team:

We know how to find solutions … and we’re fast.

One of the big directives we received from Saf-Gard^® president Patrick Kubis was that we need to make sure our customers have little-to-no wait time when calling customer service. In the early days, when we were only a team of five reps, that seemed like a tall order. But we re-budgeted and restructured our department to make this goal a reality.

Today, our customers experience an average wait time of only 2 seconds after our 8-second welcome message. You read that right. After the legally required “your call may be recorded …” message, you're sitting on hold for the amount of time it takes you to inhale. And once you connect with us, we’re focused on finding a solution quickly so you can get back to your day. Whether you need advice on what shoe to purchase, have questions about your corporate account or just need your login credentials, our average resolution time is 5 minutes or less.

And if we don’t know the answer to your question, we’ll hunt it down and call you right back with a resolution. It’s simple. We believe customer service should make your life easier, not create more roadblocks. 

We’ve got you covered in English and Spanish.

A third of our reps are bilingual. With some companies it’s like pulling teeth to get someone on the phone who can help your Spanish speaking team members. We know how important it is for your employees to have access to help when they need it. So just know that we’re here for you … in English and Spanish.

And we do it all ourselves, in-house, with NO chatbots and NO call centers.

When you call somewhere for assistance it’s nice to speak to a real human. Even better, we know just how good it feels when you get a knowledgeable rep on the phone who actually works for the company. They know more about the products and policies and care more about seeing you get the results you deserve. So, when it comes to customer service, we always do everything ourselves.

Our dedicated in-house customer management team is located in our North Carolina headquarters. They’re made up of real humans who are passionate about giving our customers the best experience possible. When you go in-house, you get more attention to detail and better quality all around. 

Basically, our people have some serious know-how.

It seems pretty obvious to us that you get out what you put in. Since we’re always looking for ways to improve and make our customer service even better, we invest in our people. We love doing regular training and funding continuing education courses alongside other personal development opportunities for our team, especially when we know it’ll improve our service to you. And when you’re satisfied, that’s time and money well spent as far as we’re concerned. 

 That’s really what you need to know about our amazing customer service team. Am I partial? Maybe. But this wonderful group of talented people makes it hard not to be. Just give them a call, and you’ll experience firsthand what I’m talking about. 

Or you can take it from some of our amazing customers.

“I was just helped by a customer service representative and she was fantastic. I appreciate this level of service.”

“The rep I spoke with gave me some awesome information, and I really appreciate her. She’s delightful.”

“I wanted to thank your team for handling my problem and getting my boots sent back out to me. It was very important that I get them ASAP. I wanted to give a special thanks to the lady I spoke with for her professionalism and sense of urgency! She really seemed genuinely concerned about my situation and did her job very well! I hope her efforts are recognized! Thank you again for your service.” 

“The rep I spoke with was awesome! She helped us, she did everything we asked, she went above and beyond. She is the greatest, and I really really appreciate her.”

“I just want to say that the customer service rep I spoke with is a phenomenal worker; very efficient, very knowledgeable at her job. I just wanted to say thank you for having an efficient, knowledgeable staff that was able to help me.”