Great Customer Service Starts with Great CSRs

“Everyone here understands that concept. Our sales and service people are

trained to know our products and to be friendly and helpful. They are urged to take all the time necessary to take care of you. We even pay for your call, for whatever reason you call,” Ballweg says.

Says Ballweg, “We view customer service from the customer standpoint rather than a business standpoint.” According to Ballweg, Lands’ End doesn’t give great service as a marketing ploy just to make itself look good. It really wants to serve its customer so that it can keep them happy and loyal. She continues, “We’re not looking to achieve certain numbers goals, other than perhaps some business basics like striving to answer over 90 percent of our calls in less than one ring. Our CSRs are not measured by numbers like how many calls they handle.”