by HICKORY, N.C. – Sherrill Furniture Co. has reorganized its customer service teams to better serve customers and designers. Th company said the change highlights its commitment to quality and customer satisfaction, ensuring a seamless and efficient service experience across its eight brands.
Previously, customers and designers had to interact with up to four separate customer service representatives, which was not productive for the customer or sustainable for the company. Recognizing this challenge, Sherrill has merged its customer service teams into a unified location at the company’s main office in Hickory. This centralization aims to streamline communications and improve response times, providing a more cohesive and productive customer service experience.
“Reorganizing our customer service and claims processing demonstrates the senior leadership’s dedication to our customers,” said Matt Melcher, director of customer service. “We already had an exceptional team of CSRs who are now united with a shared goal of delivering a proactive and enhanced customer service experience.”
The newly consolidated team will be cross-trained to handle inquiries and support across all of Sherrill’s eight high-end brands: Sherrill Furniture, Sherrill Occasional, Hickory White, Precedent, Mr. & Mrs. Howard, Whittemore Sherrill Leather, MotionCraft and Lillian August. This comprehensive training initiative is designed to ensure that each representative can provide expert assistance regardless of the brand in question, improving the overall customer experience.
“By uniting our customer service departments into one team, we are reinforcing our commitment to delivering exceptional service,” said Lacey Griffith, senior vice president, IT and customer service. “This strategic alignment will streamline the service experience across all our brands, ensuring that every interaction is smooth and efficient. We are excited to enhance our support for you and look forward to exceeding your expectations.”
In addition to this reorganization, Sherrill Furniture is placing a renewed emphasis on quality and efficiency. A key aspect of this focus is the improved tracking of returns, aimed at accelerating the resolution process and ensuring customer satisfaction. By refining these processes, Sherrill reaffirms its long-standing dedication to quality and service excellence.
“At Sherrill, the customer is our top priority,” said Sydney Martin, marketing director for all of Sherrill’s brands. “This reorganization is a testament to our dedication to creating a better overall experience for our customers. By centralizing our customer service operations and equipping our team with comprehensive training across all brands, we are poised to provide faster, more effective support that meets the high standards our customers and designers expect.”
