Customer Retention: Three Essentials for Excellent Customer Service
By
Matt Griffin
and Catalog Success
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1. Hire good employees and treat them well. “Service leaders spend 30 percent to 50 percent of their time selecting, coaching and managing people,” Tschohl writes. Because customer service reps or any customer-facing employees provide the best opportunity to show your customers how important they are, invest the time to ensure that the people you hire are the best people for the job. Tschohl points out that excellent customer service organizations typically hire only one out of every 50 applicants.
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