Customer care is very important to Regal+Lager. When product improvements are made, many times it is through the recommendations of our customers.
I’ve had the opportunity to train and assist the customer care team. It is very interesting to hear the thoughts and opinions of our customers and to understand their encounters with our products. Just recently, I had my first big breakthrough in helping a customer solve a problem! The customer called about the Lascal KiddyGuard gate which would not open.

I immediately thought “I have to give this customer a new gate, it’s broken!” After asking a few questions about the length of time the customer used this product and the date of purchase I realized the customer surpassed the warranty time. Dreading the thought of disappointing someone, I placed the customer on hold to see if we could possibly replace a part that may be broken within the gate. After relaying the dilemma to my co-worker and wonderful customer service/returns manager Monica, she informed me that all the customer had to do was tighten the spring within the baby safety gate. If you turn over the gate where the release button is facing downward, there is a circle with a silver cross within it.  By inserting a flathead screw driver into bottom of the gate and by rotating 30 to 40 times, the spring within the KiddyGuard gate will tighten and the gate will be able to open and close.

I was a little skeptical, but the customer performed the task while I listened in on the phone. Sure enough the little trick worked! I think the customer was skeptical as well, but when it worked he was so excited about this quick fix and he exclaimed “You’re awesome and really know your stuff!” Well of course, I didn’t know as much as the Customer care team, but the feeling of being able to solve an issue, even as small as a baby safety gate, gave me such a feeling of accomplishment! And, although the customer didn’t know it, I learned several lessons that day which will ultimately help me be a better asset in helping customers understand our products through customer services and through our marketing efforts.

Posted on: 11/11/2009 at 4:58 AM
Tags: spring in kiddyguard gate, lascal kiddy guard gate, baby safety gate, kiddyguard gate won't open, kiddyguard gate won't close
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