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Spotlight on Customer Service

James Gartrell

Can customer service transform direct marketing? We asked ourselves the same question more than two years ago and decided, unequivocally, the answer is “yes.” Ever since, we have been committed to continually refining and improving our customer service to deliver direct marketing like no one else.

Outstanding customer service starts by consistently exceeding expectations. Our commitment to our customers has always been the foundation of our company values; and enhancing direct marketing with excellent customer service is a challenge we accept and openly embrace by always looking for ways to improve.

We’ve recently realigned our customer service teams across all sites to include three functions: Client Services, Planning and the new Client Service Support team. We’ve also changed the titles of our Client Service Representatives to Account Managers; a title that better defines their role as our clients’ direct contact for development, oversight and management of their program. Our Account Managers can now focus on customer interaction and proactive service, providing improved quality, greater efficiencies, broader solutions and better end-results for our customers.

As direct marketing continues to evolve, our focus on customer service has never been stronger. Your direct marketing campaign depends on a number of variables, and you can always rely on our outstanding customer service to play an important role in its success.

-Jim Gartrell

link https://www.iwco.com/blog/2012/05/02/spotlight-on-customer-service/
James Gartrell


James Gartrell

Vice President of Content Development and graduate of Saint Joseph’s College. Bringing the “you can do better if you try” philosophy to IWCO Direct for more than four years and the direct mail industry for 30 years. Innovation Award winner for Best New Product. Avid golfer and NY Football Giants fan.

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