Vermont Country Store On Creating Agents as “Shopkeepers”

What does it mean to have your customer service representatives act not just as problem-solvers but as “shopkeepers” of your brand’s unique style?

Kara Soulia, director of operations, and Melissa Lackney, operations training and development coordinator for Vermont Country Store, spoke with Multichannel Merchant Senior Editor Mike O’Brien about how this concept of “agents as shopkeepers” is woven throughout their customer care team.

You can also see Kara and Melissa talk more in depth on the subject at Operations Summit 2016, April 12-14 at the Duke Energy Center in Cincinnati. They’ll be joined there by 100+ speakers, including many major brands, on a range of informative topics covering customer care, omnichannel, shipping/distribution, warehousing and more. Join us there for a great event and gain insights that can help you improve your DTC operations and fulfillment.

Mike O’Brien is Senior Editor of Multichannel Merchant

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