To continue its business momentum, Headsets.com keeps a sharp focus on employee hiring, training and retention.

By Noelle Buoncristiano and Catalog Success

Customer service. “Customer service isn’t commission-driven, so there’s no pressure or expectation to maximize revenue each call,” explains Faith. “All we want to force on our customers is satisfaction.”

Strong focus. By selling a specialized product line, Faith and his employees have been able to develop a thorough knowledge of merchandise — knowledge that helps them serve customers better.