Stephan Schiffman

By Donna Loyle, editor, Catalog Success magazine Want to compel your catalog's call center staffers to reach for new heights of customer satisfaction? First look at your own management methodology, says Stephan Schiffman, president of D.E.I. Management Group, a sales training organization, and author of the business books "The 25 Skills They Don't Teach You in Business School" and "Getting to 'Closed.'" 1. Employees truly must care about customers. Employees pick up their customer service cues from management. If your employees don't care about your customers it may be because you haven't made caring for customers an unmistakable priority or rewarded your staffers

By Donna Loyle, editor, Catalog Success magazine Want to compel your catalog's call center staffers to reach for new heights of customer satisfaction? First look at your own management methodology, says Stephan Schiffman, president of D.E.I. Management Group, a sales training organization, and author of the business books "The 25 Skills They Don't Teach You in Business School" and "Getting to 'Closed.'" 1. Employees truly must care about customers. Employees pick up their customer service cues from management. If your employees don't care about your customers it may be because you haven't made caring for customers an unmistakable priority or rewarded your staffers