The Digital Shift

In addition to a dedicated CSR person at the service counter, German ensures that there are always people on hand to answer questions, and if they don't have the answers, those employees find people who do.

"One rule we have is nobody is left on the phone holding for more than 40 seconds, ever," he says. "Even if we have to go back to the phone and say, 'I'm sorry, we haven't found your information yet, please hold.' You just don't leave anyone hanging."