Behind the Scenes in Littleton Coin’s Customer Service Department
This month I’m going to give you a little peek behind the scenes at Littleton Coin Company’s Customer Service and how the team works. After more than 70 years in business, one thing our company has become known for is outstanding customer service.
Each week, Monday through Friday, more than 50 representatives man the phones in our northern New Hampshire facility, answering customer calls. During our busiest periods, we answer thousands of calls weekly from collectors all over the United States. Our goal, of course, is 100% customer satisfaction – and it’s clear to everyone who calls that we take this goal very seriously.
Customer Service representatives receive 400 hours of training
A common question we’re asked in Customer Service is if we’re all coin collectors. Unfortunately, not all of us are, but we receive some pretty extensive training in numismatics and are armed with resources to handle most questions relating to coins or paper money. With hundreds of years of combined numismatic knowledge under one roof, I like to tell customers that there isn’t a numismatic question we can’t answer.
It takes nearly 400 hours to become a fully trained Customer Service representative or “rep” at Littleton Coin Company. Plus, the reps spend several hundred hours more in ongoing numismatic education and other training annually. That time is divided up pretty evenly between our daily tasks (phone calls, processing orders, etc) and numismatic training and education.
Each Rep answers 70 to 100 calls daily
Our primary channels of contact are through the mail and over the phone. We also communicate heavily with customers via email, and in recent years, we’ve developed quite a following on social media. In a typical year, we respond to well over 300,000 phone calls, more than 10,000 emails and hundreds of posts on Facebook, Twitter and other social media outlets. On any given day, our representatives answer 70 to 100 calls each – even more during the holiday season!
Just to give you an idea how seriously we take Customer Service… we have an entire team dedicated solely to training our representatives. And, there’s another team who checks the quality of service our representatives provide after they’ve been trained. From 7:30 in the morning until 9:00 at night, five days a week, our focus is on coins and customers!
If you’ve been fortunate to visit us up in the Great North Woods of New Hampshire and toured our modern facility, you’ve seen from the second-floor mezzanine that Littleton’s Customer Service department is situated right smack in the center of the building. It’s occurred to me, and I’m sure our founders intended it this way, that Customer Service seems to be the nucleus of a very busy atom. We’re at the core of the business, the front line, greeting our customers with a friendly hello and a wealth of numismatic knowledge. And I know I speak for the group when I say how happy we are to have the privilege of serving you.
Iittleton coin has the best customer service I’ve ever experienced. They answer all of my questions even if they’re not complicated. They are with out a doubt the best. I recommend them to anyone I come across that collects coins.
Thank you for your kind words William. We appreciate your business! Have a great day! -Rick
Iam a beginner coin collector. Where can I go to ask some probably silly questions? For example, why are Roosevelt dimes worth so much? Must they ce uncirculated or a proof set?
Hi Dorothy, You are welcome to email us with your questions. We’ll be happy to help. You can email us at info@littletoncoin.com. Give me some more info about your dime question when you write. I’m not quite sure what you mean when you ask why they’re “worth so much”. Don’t worry about silly questions. We love to help new collectors! We’re looking forward to hearing from you. Have a nice weekend! -Rick
I have old money coin and paper (Gold & Silver coin). If you want, I can show you.
Thank you.
Greetings, If the money you wish to sell is United States coins or notes, you’re welcome to contact our Coin Buying Department. They will be happy to help you. I apologize that we do not purchase foreign coins or notes. The Coin Buying Department is available from 8:00 AM until 4:00 PM ET, Monday through Friday. The number is 1-877-857-7850. Have a good day! -Rick
My name is John Burke and I live in Scottsdale,AZ
Someone tried to call me from your CS Dept to resolve an issue. Can you please clarify the issue and let me know? Thx, John Burke
Hi John, it’s still a little early in AZ so I’ll give you a call in a couple of hours. Thanks, Rick
I have left 5 messages to customer service since cyber Monday and no one will reply.
I have a package that was an hour away from my home in Pa and took a mysterious trip to Detroit Michigan. Per tracking this package was delivered at 8:52 this morning by the post office. The package is NOT here… Oh, forgot to mention… the post office is CLOSED today for President Bush. I would like my pkg and all of my emails to customer service answered.
Hi Chris, I am very sorry you haven’t received a response from us. I am not able to find any recent emails from your email address. If you would kindly call our Customer Service Department when you have a moment, we will be happy to look into your order for you. We’re available from 7:30 AM until 9:00 PM ET, Monday through Friday. The number is 1-800-645-3122. We look forward to hearing from you! -Rick
Why won’t you post negative replies???
Why can’t I get a phone # for you?? I ordered the collector’s set 7 for $7.00 on Nov. 29, 2018 and it still has not come. Please reply – or better yet, send me what I ordered and pd. for!!!!
Hi Clara, I am sorry you haven’t received your order. If you would please call our Customer Service Department, we will be happy to assist you. We’re available from 7:30 AM until 9:00 PM ET, Monday through Friday. The number is 1-800-645-3122. Please note, we will be closed on Monday Dec 24 and Tuesday Dec 25, in observance of the Christmas holiday. We will return at 7:30 AM on Wednesday December 26. We look forward to hearing from you. Happy Holidays! -Rick
PLS>CANCEL MY ACCOUNT> NO LONGER INTERESTED IN DOING BUSINESS WITH LCC !
Hi Fred, I noted your account to remove you from our mailing list. You will not receive anything further, except some mail that may already be in transit. Have a good day! -Rick
Dated Feb.12, 2020 from Erin user ID imtingvala71 so I reset my password. My computer died shortly thereafter nd all my recent correspondence has been via USPS mail. When I tried to log on to check on an item listed in latest rewards catalog lo and behold I again unable to access any form of Littleton account afiliated with my name or customer number
Good to hear Len! Let us know if you have any issues with your online account. We’re happy to help you. Have a good weekend! -Rick
can you remove me from your regular paper&ink mailing list? (address removed) THANK YOU!
HI David, Thank you for stopping by. As requested, I removed you from our mailing list. You won’t receive anything further from us, except some items that may already be in the mail. I also removed your address from your post to avoid having it out in public. If you need anything else, please let us know. We’ll be happy to help you. Have a nice day! -Rick
Good morning my friends what ever happened to magnificent world landmarks I got about 1and a half books then stopped getting them been a long time I never asked to stop them I like them and would like to finish them have a great day all my friends.
Hi Robert, I am having your representative Monique call you to help you out with the Magnificent Landmark coins. Have a good day! -Rick
Reply to Rick’s post on Facebook
Missing two orders in Mail Service. Talked to John 10-02-2020 11:00 Said he would re-ship them haven’t heard any thing else about it. Everything stopped moving around August 29th on the two orders through Innovations Postal System US.
Couple standard format LLC e-mails from my request on shipments and a possible problem. no help there,
Talked to UPS/USPS Customer Service they have no further records on the shipments since last entry’s on tracking.
Hi Arthur, sorry you didn’t get the original orders. The two replacement orders were shipped on 10/5. Both were sent insured this time. You should have them both in the next couple of days. If you have any issue receiving them, please call me directly @ 1-800-645-3122. I’m available from 12:30 PM until 9:00 PM ET, Monday through Friday. Thanks for your patience and your patronage. -Rick
Thanks Rick, appreciate the information. will be checking the box in the AM. Have a great day and weekend when it gets here.
I’ll Be Back.
Have a couple coins in mind. 🙂
Thought I’d let you know personally that I received my two items today. First time this sort of thing has happened to me and sure hope it was the last.
Thanks You and John for everything your still number one in my book!
i HAVE REECIEVED TWO COIN SETS FROM YOU THAT i DID NOT ORDER. iF YOU SEND ME THE POSTAGE FOR THEM i WILL SEND YOU THEM BACK TO YOU.
HI Patrick, if you can send us your account info, we’ll be happy to send you a label to return what you received. You can email us at info@littletoncoin.com and we’ll get one right out to you. Thanks! -Rick
We have been trying to call customer service for three days. The first day we waited about an hour then left a message to be called back. The second day the same thing except we didn’t wait as long. The third day we just left a message. We haven’t received a call back and we still can’t get through to customer service. Larry and Candace Henderson.
Hi Larry, thank you for speaking with me today. I am very sorry again that you had trouble getting through. We appreciate your patience and your patronage. Have a great weekend! -Rick
I’m trying to run down an order rather I haven’t received order no#2005064156 I placed two orders only got one the one I got was 2005064150
HI Daniel, I am sorry for any misunderstanding. The offer for the $2.00 Federal Reserve Note for $1.00 was limited to one per customer. Your second order, order number 2005064156. was cancelled and a refund was issued back to your Paypal account on November 5th.
If you have other questions or need further assistance, please call our friendly Customer Service Department @ 1-800-645-3122. We’re available from 7:30 AM until 9:00 PM ET, Monday through Friday. We’ll be happy to help! Happy holidays! -Rick
have an extensive coin and paper money collection, which includes some silver Canadian commemorative coins, annual US issues, plus silver coins and sets. I am 80 and would like to sell off my entire collection. I have a homemade inventory list (19 pages) that I can forward if you are interested. Please advise.
Hello William! Thanks for your comment. To find the value or to sell your US coins or paper money, you can contact our Coin Buying team. They’re available online at https://www.littletoncoin.com/shop/Coins-To-Sell
They’re also available by phone from 8:00 AM until 4:00 PM est, Monday through Friday. The number is 877-857-7850.
yes, i would like to have the head supervior of the littleton customer service department. name and phone number. i am having a problem with the charging of coins i did not receive.please forward me a email so we could try to resolve these charges. than you, jack hedmond. my email is, toad1056@hotmail.com.
Hi Jack I am sorry for the delay in getting back to you, but looking at your account it appears we’re getting this issue resolved for you. If you need further assistance, you can email us at info@littletoncoin.com or call our Customer Service Department @ 800-645-3122. We’re available from 7:30 AM until 9:00 PM et, Monday through Friday.
is the second coin of U S women quarters available
Not yet. According to the US Mint’s release schedule, the 2nd coin – Patsy Takemoto Mink- will be released on March 28th, so we should have our supply shortly after that. Please check back in a couple of weeks.
Hi Vickie, I’m sorry you had trouble trying to contact us. We did receive your shipment. Someone from our Coin Buying team will be contacting you shortly. Thanks!
i need to return these coins and discontinue my account.
Thank you.
Hi Michael, I wasn’t able to find your account with your email address. Please give us a call, when you have a few minutes, so we can help you with your return. We’re available from 7:30 AM to 9:00 PM ET, Mon-Fri. The number is 800-645-3122! Talk to you soon!