Tag Archives: Customer Service

How Employee Turnover Creates Customer Turnover

With all the concern about voluntary turnover, including the separation costs, recruitment and retraining costs, and lost productivity, often overlooked is the really huge but largely unmeasurable cost associated with customers who go away and don’t come back. For many companies, trying to provide quality service to their customers is akin to fighting a bush fire with a bucket brigade. Employees turnover so fast that they can

Expecting Too Much from Training

Training is expensive in both a financial sense and in terms of the time it takes away from operations. It has to be justifiable, and even better, it should be measurable. Some things are trainable and some are not. And naturally, some are in between. Teaching knowledge and transferring skills works, but attempting to reshape

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