Webinar Replay: An Interview with Sears Trostel on Building Customer Loyalty and Retention

Carl Herrmann with Sears Trostel

In this webinar replay, LBM Journal’s Rick Schumacher interviews Carl Herrmann of Sears Trostel to reveal:

  • What led Sears Trostel to move to a team approach in tackling customer service
  • New processes and expectations that were put in place
  • The training and preparation involved in handling key account inquiries
  • Why and how the team approach has been more successful than an assigned OSR handle all inquiries
  • Advice for companies considering a team approach—things to do, things to avoid

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