Since 1938 Mac Tools has been up and running, delivering high- quality tools around the world to stores and garages that needed reliable tools. Mac Tools was built by soft-hearted and kind country men who wanted a company that sold strong tools and also gained loyal customers. Since 1938 many things have changed; instead of paper and phones we have computers and fax machines, instead of door to door communications Mac Tools has a website at which orders can be placed, the people who still revert to the old days are what customer service refers to them as "blue collar" customers. The hardest part about customer service with Mac Tools is that not only are you dealing with the "blue collar" loyal customers but also distributers around the world who want a certain level of professionalism and when not given that certain amount, they can become very aggitated very quickly. The loyal customers from decades ago don 't prefer the term "sir" or "mister" but prefer the more personal approach such as; "Hey Joe! How was your weekend?" Upper crusty businessmen want, for the most
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part, short and to the point so that they can get on with their day and schedules.
Mac Tools is ...
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...got a call from a customer she had before. She started off with “thank you for calling Mac Tools this is Jesse speaking,” to “oh how was your birthday sir?” and then continuation of casual but formal conversation. Her voice light weight, strong, but professional.
Jesse is a “tier 2” customer service employee which means that she deals with all the people no one else wants to handle and uses her charm as well as, tone, volume, pitch, and word choice to make
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their issues seem a little less frustrating. Mac Tools setting is welcoming and free but professional which allowed the employees to be free and fluctuate their speak dependant on the person they were talking to. Mac Tools serves their customers with respect and care which was thoroughly shown as calls were made and words were exchanged in this working community.
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