The customer relations department behind the scenes!

Tucked away in a quiet area of the 42nd Street offices is the ever-so-important Customer Relations Department.  Head by Suzie Wall, a 13-year veteran at MSLO, she and her team work hard answering every single question and piece of correspondence that comes their way.  They maintain an extensive resource library and have access to very comprehensive databases, which cover all the different departments at MSLO.  They keep track of every letter received and certainly know the importance of a happy customer.

This is the entire Customer Relations Department – Kristen Wendling, Kim Dumer, Suzie Wall, and Courtney Kern.

Just a piece of their resource library, including every back-issue of Martha Stewart Living Magazine.

Courtney answers an amusing customer email.

 

Kristen is busy researching a database for a customer’s question.

This is a very interesting chart that Suzie prepared for a recent presentation.  It shows how many inquiries have been received throughout the years and by what means.  Look how many emails came this year compared to previous years!  And stamped letters and phone calls have certainly dropped.  Suzie tells me that I have influenced many people to become computer savvy, who probably never would have.

Recent Behind The Scenes

Behind the scenes in the Everyday Food test kitchen

Posted Jul 29, 2008

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Welcome to our 42nd street office

Posted Jul 27, 2008

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A fun trip to the DMV

Posted Jul 18, 2008

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Behind the scenes at the "Today" show this morning

Posted Jul 9, 2008

Comments

[Irene Koufogazos]

Hello, Martha and all you wonderful people in Customer Service. I can relate to your job, having been in your line of work, only in Banking, for 25 years. This may sound trivial, but as I was making my bed this morning, it dawned on me again--is there any way we can get linen manufacturers to lengthen the top sheets? Fitted sheets are never a problem with these super thick mattresses-they allow plenty of extra fabric. But they seem to skimp on the top sheet. My only solution has been to buy as matching fabric as I can get and sew it across the bottom because I like to be able to fold the top sheet over the blanket or comforter. I also like some extra sheet around my head for sleeping.