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Organizations are asking their customer service departments to do "more with less" according to a study by the International Customer Service Association. While department budgets are unchanged, most customer service areas are taking on more responsibility and functions. This may explain why the study found that customer service employee turnover tended to be higher than overall company employee turnover!
| Topics include: |
• Dealing with difficult people
• Exceeding customer expectations
• Handling on the job stress |
• Importance of a positive image
• Listen to what the customer is really saying
• Preventing burn out |
| Benefits of attendance: |
• Confident employees
• Decrease employee absences
• Happier, more loyal customers |
• Fewer customer complaints
• Increased productivity
• Reduced turnover |
| Staff from the following areas should attend: |
• Administration
• Call Center
• Information Technology |
• Marketing
• Operations
• Sales |
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