Customer Service: Preventing Turnover

Learn how to hire and retain great customer service representatives.

Introduction

• Welcome
• The $60 billion problem

1. About Customer Service Turnover

• Do you have a turnover problem?
• Why people quit
• It's not you; it's me

2. Hire Right

• A better starting point: Hire right
• Ongoing training
• Freedom and flexibility

3. Keeping Them

• Recharge and rejuvenate
• The right environment
• Show them the way

4. Pouring Cement on Relationships

• Celebrate accomplishments
• Rewards and recognition
• Identify trouble spots early

Conclusion

• Next steps