In a world of sprawling phone trees, outsourcing, and AI chatbots, Smokingpipes prides itself on real person-to-person customer service and clear, direct communication between actual humans. It's a novel concept in today's modernized world, where automated voices dominate and efficiency is prized, but Smokingpipes has always chosen to do things the right way, and put the customer first. But what makes our Customer Service team so different?

A Cut Above

"It may sound corny, but when I train people, the number one thing I tell them is 'We actually take care of our customers,'" says Alan Britt, Customer Service Manager at Smokingpipes. "I think we've all had those experiences with customer service, and walked out of it thinking, 'They were just trying to get me off the phone, they really didn't feel like they wanted to help.' Our goal is to make sure our customers leave with a great impression of us and our company."

Whereas other companies might prioritize metrics over people, at Smokingpipes, we simply aim to assist and to foster a connection between ourselves and our customers.

"We don't specialize in numbers and metrics," says Stephen Mawby, Director of Sales. "We're not tracking or paying attention to average handle time for phone calls, or how many calls you're taking in a day. There's no incentive to get the customer off the line faster. We want to make sure the customer is happy with the experience, whether that takes 20 minutes or an hour."

The Team

Like most things at Smokingpipes, it all comes down to the people, and cultivating the team that makes the customer service experience as seamless and personalized as possible. When hiring, Alan and Steve are obviously looking for the most personable people, those with good communication skills, affability, and a polite manner, but it takes something extra, something more – a certain curiosity.

Steve explains: "I want to know what you're into. Are you like, 'I'm into this super underground band and I traveled halfway across the country to get the rare t-shirt they only print for this one thing? Are you someone with a bunch of weird hobbies that you're obsessed with? We can teach you, we can give you all the tools and encouragement, but at the end of the day, you just have to be the kind of person who's going to seek out information and grow your own knowledge."

In essence, to work in our Customer Service department, you have to be an expert, or, at least, willing to learn to become an expert. A high bar to clear, surely, but it's necessary when dealing with customers as robustly knowledgeable as our own. Moreover, a foundational knowledge of pipes, tobacco, and cigars is necessary to appropriately connect with the customer. "I think one of the most important things is really understanding why people care about this hobby, and why we care about serving our customers," says Shane Ireland, our Vice President of Retail. "If you don't have that, you're not going to make it in our Customer Service department."

Friendly Neighborhood Tobacconist

At Smokingpipes, our Customer Service department aims to replicate the feeling of a local shop, complete with knowledgeable associates who can steer you in the right direction, who know your preferences, and who understand what you're looking for. "We've always fancied ourselves the best virtual tobacconist," says Shane, "so that it feels like you're walking into a shop that is friendly and welcoming, and that the people that are there are excited about the products as much as you are."

Part of fostering that environment requires a personalized approach to each customer. "We're a small team relative to the size of the company and other Customer Service departments out there," says Steve. "People call us up and they know our reps by name: 'I talked to Ashley last time and she was great, I want to talk to her again. Todd helped me out with some cigar recommendations, I want to talk to him again.'"

The tight-knit nature of our Customer Service team allows each representative to foster individual relationships with customers, learning what they're interested in, and where they are in their pipe-smoking journey. "If there is something specific you're looking for, they can help you find it," says Shane. "They can walk you through the estate process, trading in your pipes and turning them into credit. They can notify you when certain things become available. All you have to do is ask us, and we're going to do our best to help you with whatever it is that you need help with."

Whether by phone, email, or chat message, our Customer Service representatives are always available to field your questions, so don't be afraid to ask!