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Driving Customer Service Excellence

Summary: Bad customer service costs customers and damages employee morale. The keys to providing good customer service are placing highly qualified employees in customer-facing positions, making sure customer service matches up to employer expectations and identifying the drivers of customer loyalty. The director of customer service for a large cable provider saw a reduction in customer service quality when switching to a largely home-based customer service staff. Strategies to address this problem include conducting keeper interviews to prevent good workers from leaving the company, determining whether customer service hires are a good fit for the corporate culture of the employer’s customer service, examining the cognitive, behavioral and communication skills of customer service workers and conducting targeted training to address the deficiencies of existing customer service personnel.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Corporate culture, Customer loyalty, Customer retention, Customer service, Employee education & training, Employee morale, Employee retention, Interpersonal skills, Interviews, Telecommunications industry
  • Author: Ferri-Reed, Jan
  • Journal: Journal for Quality and Participation