From quality-assurance techniques to call center staff training: the venerable cataloger’s customer-service strategies

By Gabrielle Mosquera and Donna Loyle

Sales records reveal that most of the customers buying customized chinos aren’t regular chino customers, says Centner, thus satisfying the company’s goal to widen its customer base. Lands’ End introduced customized denim in April, and it plans to launch custom dress shirts this fall.

The Front Line

While such measures undoubtedly help ensure product quality, they’re not the only way the cataloger endears itself to its valued customers. Its front line of 1,500 call center reps is a carefully selected and highly trained workforce, according to Phyllis Irish, recruitment and development manager.