There’s Always a Way to Improve Catalog Customer Service: My Top Five Tips for 2007

Using third-party CSRs is a fact of life, particularly for off-hours and weekends. And for these purposes, I realize there’s often no better alternative. But for that holiday rush, have locals handle those crucial calls if you can.

2. Reps must be multichannel-fluent. Train your CSRs so they know everything going on in your catalog and Web site. They should be prepared for questions about more than just issues with your products. If a customer is having trouble placing an order on your site, train your reps to handle the matter.