Great Customer Service Starts with Great CSRs

Lands’ End operates all of its telemarketing and Web customer service in-house for a very good reason, says Ballweg. “Very simply, it’s a service reason for keeping our call center and customer service in-house. We want to control the level of quality.”

Ballweg relates the gist of a sign that hangs in the call center: “’You will never be reprimanded for doing something for our customer.’ Sometimes our reps bring that one to our attention when they’re handling a call for a customer!”