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(cheerful music)

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<v Woman>Every item that we sell</v>

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has to go through many stages

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in supply chain before it ever makes it

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to the customer's home.

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Today we sell over 13,000 SKUs

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from over 12 hundred vendors domestically

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and internationally.

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With a multi-department effort

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of approximately 8,000 Crate associates,

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we're able to make that happen.

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(phone rings)

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<v Woman>Thank you for calling</v>

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Crate&amp;Barrel Customer Service, Linda speaking,

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how may I help you?

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<v ->This is Quality Assurance.</v>

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<v ->The Merchandise Liaisons.</v>

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<v ->Workforce.</v>

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<v ->Live Chat. (laughs)</v>

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<v ->I'm in Customer Service.</v>

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<v ->Crate&amp;Barrel Designer Rewards and Gift Registry.</v>

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<v ->The Email Customer Service.</v>

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<v ->Business Sales.</v>

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<v ->Of the 1.6 million contacts we have,</v>

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77% of those are phone and 10% are over email

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and 13% are over chat, so we handle all the Crate

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and CB2 in the contact center.

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It's really important to have those associate relationships

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so they know that that's part of the culture

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and they can reinforce that with our customers.

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<v ->Well, it's a job.
(woman laughs)

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and somebody has to do it.

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<v ->Every day is a different day.</v>

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<v ->What don't I love about my job?</v>

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<v ->I love the customers.</v>

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<v ->What's not to like?</v>

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<v ->So the thing I love about it most</v>

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is the associates are just one big huge team

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that want to connect with the customers and with each other

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and with all the other departments and channels

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in the company.

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It's very very important to us to

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know that people feel that we're supporting what they do

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and supporting the business the best way that we can

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and of course providing excellent customer service.

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<v Woman>We thank you for making Crate&amp;Barrel a small part</v>

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of your big day.

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You're very welcome, you have a good day now.