Managers Share Secrets of Success

CS: What’s the most important lesson in call center management that you learned?
Pitkow: The customer is always king. I learned [that] from our owners pretty early in my career here. You should bend over backward, twist yourself into a pretzel and then bend over backward again for customers to feel they’re getting the service needed to come back and shop from you again. So great customer service is No. 1. And then hiring and maintaining employees who can give that level of service is the second most-important aspect of this business.