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
