Great Customer Service Starts with Great CSRs

“Failing to meet this need by providing inadequately trained and/or non-service oriented [customer service] reps will guarantee failure,” adds Frank Fuhrman, director of sales, customer contact services, for DialAmerica Marketing, a telemarketing firm in Mahwah, NJ. The firm works with catalogers in the giftware, accessories and clothing markets. He notes that by providing appropriately trained reps who are focused on exceeding customer needs, catalogers can ensure customer satisfaction and loyalty.