Customer Service Management:
Annual Trends Report

Each year in the January issue of Customer Service Newsletter, editor Bill Keenan speaks with a wide range of experts to see what the New Year holds for service managers.

While customer service managers will have to deal with some of the lingering effects of the recession, there is room for optimism. While turnover might become a problem for some companies, there will be a wealth of talented people in the job market. While budgets will be slow to recover, there are many low-cost options for training and motivation. While some customer service departments have been cut to the bone, understaffed, and overworked — a gradual and cautious shift to somewhat better times is in the works.

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It is also the perfect time to join us as a regular reader of Customer Service Newsletter. In this period of uncertainty, Customer Service Newsletter provides the solid, reliable advice and information you need. You’ll receive:

• Customer Service Newsletter. Each month, world-class companies and industry experts share their strategies for improving service quality, finding and keeping the best reps, increasing productivity and professionalism, enhancing customer retention, and more.
• Web Extras. Each issue of Customer Service Newsletter includes links to valuable background material, additional information, and related resources at the newsletter website.
• Managing the Frontline. This timely special report will guide you through the 21 essential steps to finding, training and retaining excellent frontline staff in any economy.

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