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

By Gabrielle Mosquera and Donna Loyle

“One of the things that still amazes me is that every month I get a stack of letters from customers that’s about an inch thick, talking about how they had a great experience with us,” says Centner. “It’s a ‘Wow!’ for us, and it reinforces that what we’re doing is the right thing to do.”

The folks at Sears seem to agree.