Losing good employees is expensive.
The inside sales and customer service areas at most companies have annual turnover well north of 25%.
While the reasons for this are many, it typically boils down to two things:
- These are tough jobs and one has to have a thick skin to be successful and stay in it for the long term.
- Many companies struggle to create a compelling work environment that fosters performance and longevity.
A key contributor to the success or failure in both of these categories is the new hire's on-boarding experience.
This begins when the employee first sees an ad or talks to a recruiter and continues all the way to being a fully functional team member.
The experience can last anywhere from thirty days to a year depending on the complexity of the job.
Read more about how to effectively on-board new customer service hires...
About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned
Sales and service reps who receive consistent and targeted performance coaching outperform their peers 4-to-1.
When it comes to keeping your brand promise to increase customer retention and revenue, the performance of your customer-facing people is critical.
Successful organizations ensure that their front-line managers and supervisors have the skills, time, and incentives to mentor and coach associates daily. This approach sends a strong message about your organization's commitment to quality and service both internally and externally.
While targeted and well designed training sessions can definitely start the development process off on the right foot, tangible behavior change occurs on the job when your staff has the opportunity to apply the skills and techniques.
To make your investment pay off, your customer service managers and supervisors must become directly involved in rewarding, modeling and coaching the desired skills and behaviors every day.
Customer Service Coaching Best Practices
Customer Service Mentoring Best Practices
About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned
