Customer Retention: Three Essentials for Excellent Customer Service
By
Matt Griffin
and Catalog Success
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3. Constantly train employees in the art of service. “Too many companies train their employees once -- right after they’re hired -- and expect them to be customer service stars for the rest of their lives,” the author points out. Tschohl suggests that managers spend 40 hours per year training and developing each member of their customer service team. He adds that a new training program should be implemented every six months. “Customer service training is needed in order to change behaviors and attitudes,” he writes. “That teaches and reinforces the skills necessary to provide superior service.”
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