Great Customer Service Starts with Great CSRs

A Dash of the Web for Good Measure

“The Web has given our customers alternate channels to reach us, and we want to make it as pleasant and service-oriented an experience as possible.” One feature Ballweg highlights is called Lands’ End Live, which was implemented on the Web site in September 1999. Customers can click on the Lands’ End Live icon for collaborative shopping via live chat or a return phone call. “We can even walk them through the site—when they allow us to,” she says.