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

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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