Great Customer Service Starts with Great CSRs

Two service-oriented trends Kislik sees impacting the industry right now: More catalogers trying what she calls a “service-y sell” on the phone, and catalogers tying their call centers to their Web sites to provide another avenue for serving customers.

A Case Study in Service: Lands’ End

At Lands’ End, the Dodgeville, WI-based catalog well known for its customer service, Jean Ballweg, Internet business analyst, says, “Customer service is our highest priority and always has been since I’ve been here.”