TREX TALK - The Most Savage People at T.Rex Arms

Published on August 4, 2021
Duration: 69:45

This video delves into the operational aspects of T.REX ARMS' customer service department, highlighting their commitment to in-house expertise, continuous training, and personalized customer interactions. Key takeaways include their rigorous product knowledge training, including hands-on range days for customer service representatives, and their policy against outsourcing customer service. The discussion also covers warranty handling, product development feedback loops, and strategies for managing high customer inquiry volumes, emphasizing a proactive and customer-centric approach.

Quick Summary

T.REX ARMS prioritizes in-house customer service, providing continuous training and hands-on experience with products. They emphasize a personal approach, avoiding outsourcing and rigid rules to foster authentic interactions. For warranties on non-manufactured items, they often facilitate swaps to ensure customer uptime.

Chapters

  1. 02:40Welcome to T.REX ARMS Customer Service
  2. 05:02Department Expansion & Prioritization
  3. 07:38Keeping CS Knowledgeable
  4. 10:04In-House vs. Outsourced CS
  5. 14:01Memes vs. Legitimate Questions
  6. 16:43Warranties & Manufacturer Problems
  7. 19:10Most Requested Restock Updates
  8. 20:21Testing Body Armor Plates
  9. 23:44Customer Service Turnover
  10. 24:28Recruiting & Job Expectations
  11. 27:28Funniest Warranty Requests
  12. 29:45Hiring an IT Technician
  13. 30:30Craziest CS Actions for Customers
  14. 32:43T.REX 10-Year Anniversary Plans
  15. 33:04CS and the Beaks
  16. 33:47Package Reshipment Issues
  17. 35:06Left-Handed Holster Support
  18. 36:06Fastest Growing Parts of T.REX
  19. 36:43Visual Representation of Colors
  20. 37:08Advice for Small Companies
  21. 39:50Customer Response Time Expectations
  22. 42:28Email vs. Phone Support
  23. 48:04New Product Ideas
  24. 49:15Industry Saturation & Starting a Business
  25. 52:08CS Process Automation
  26. 52:43Surefire Pricing Discussion
  27. 55:45CS Horror Stories
  28. 56:02Customer Satisfaction Rate
  29. 57:44Open Patents Discussion
  30. 59:13Storefront or Local Pickup Plans
  31. 62:01Night Vision Shoot House Concept
  32. 63:37More Questions & Answers
  33. 63:58Plate Carrier Compatibility
  34. 64:55Email Thread Length
  35. 65:54Adding Other Manufacturers' Products
  36. 66:15End of Stream

Frequently Asked Questions

How does T.REX ARMS ensure its customer service team stays knowledgeable about all products and their compatibility?

T.REX ARMS implements continuous training, including daily meetings on product updates and new items. They also conduct hands-on range days where representatives test various gear like lasers, lights, and optics to understand their functionality and appearance, ensuring they can provide accurate information to customers.

What is T.REX ARMS' policy on outsourcing customer service?

T.REX ARMS firmly believes in keeping customer service in-house and does not outsource to other countries. This approach fosters a strong team and learning environment, allowing employees to directly interact with products and participate in company-wide training and events.

How does T.REX ARMS handle warranty claims for products they don't manufacture?

For retail products not manufactured in-house, T.REX ARMS initially directs customers to the manufacturer. However, they often facilitate warranty claims by providing replacement items and handling the manufacturer's process themselves to ensure the customer remains operational, especially if they have upcoming training or deployment needs.

What is the company's approach to customer service personality and interaction?

T.REX ARMS encourages a personal approach, avoiding overly strict rules that stifle individuality. They value the unique personalities of their customer service team members, believing it leads to more authentic and engaging interactions, preventing the company from feeling like a faceless entity.

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