Customer Service: What ‘Going Above & Beyond’ Looks LikeSeptember 18, 2019
The Norkol family began our business problem-solving for customers in ways the converting industry had never seen. ‘Going above and beyond’ isn’t just a catchphrase for us, it’s the cornerstone of our company. With our hundreds of employees across the country participating in this culture of customer service, Norkol has created all kinds of transformational experiences.
Our Customer Service Gets the Job Done, Whatever it Takes
In every interaction with our customers, the Norkol team strives to exceed expectations — including when a customer has a truly difficult need. We understand that unexpected hiccups on the customer’s end will sometimes happen. For whatever reason, the biggest problems tend to fall on a Friday afternoon, well past the time when every other paper vendor, converter, or logistics company can provide rapid turnaround. It’s in these types of nightmare scenarios that Norkol shines. With everyone going the extra mile, our team has managed to do the impossible before 5:00 hits.
There have been times when Norkol’s problem-solvers have pulled off emergency orders at a moment’s notice. We’ve had shipping traffic managers schedule trucks on their day off, while sales and customer service teams collaborate seamlessly across time zones. As a result, major orders placed in Chicago at 3:00 PM on a Friday have arrived at their final destination in San Francisco by noon the following Monday — no matter who’s on vacation that week. But don’t worry. Our shipping manager was able to get back to pitching his tent in time for dinner.
Our Customer Service Relies On Effective, Expedited Communication
To have good customer service, you need communication. For excellent customer service, you need fast communication, and that’s something Norkol has a reputation for. When we say that our customer service team is here when you need us, that means our staff have replied to product and pricing inquiries in as little as 5 minutes. The faster we work, the better we communicate, the easier it is for our customers to do business.
Having effective communication systems and standards also allows Norkol to intercede with 3rd party logistics operations on behalf of our customers. For example, it’s not unheard of for a customer to forget to change a product shipment date until a few days before a major deadline. However, that doesn’t mean that the situation is out of our hands. When a lapse happens, Norkol makes calls on behalf of the customer to find a solution. In some cases, we’ve been able to fulfill deliveries a week early, with next-day arrival to the customer. Instances like these give a whole new meaning to “Just in Time” delivery.
Having a business founded on problem-solving means that our entire operation is primed to overcome the unexpected, the inconvenient, and the disastrous. If you’re currently facing a problem with your packaging, paper product shipment, or converting service, get in touch with a Norkol team member — even if it’s Friday afternoon.