Press Release

Preventing Turnover in the Customer Service Department

Experts predict that turnover will be a big problem when the economy rebounds. Customer Service Newsletter's panelists tell readers how to prepare now to avoid an exodus in the future.

(Boonton, NJ, Feb 25, 2010) — In the February issue of Customer Service Newsletter, a panel of service managers provides advice on how to respond to growing concerns about high rep turnover when the economy bounces back.

Jennie Davis of Animal Supply Company recommends implementing low-cost incentives such as extra break time, casual-dress days, or monthly MVP awards.

Treat your employees fairly and with respect, says Ed Loeffler of Gold Coast Freightways. "For example, if your company is forced to make some tough decisions in this economy, be sure to handle the situation carefully and with consideration for all of those affected. Whenever possible, explain why certain things are being done. It is also important to be honest and live up to your word."

And for Jerrod Henoch of the Edmonton International Airport, the key is to invest in training and motivation. But he cautions to use these tools with care. "We work with underperformers and coach and mentor them to bring them up to standard. This can be important in reducing turnover, but in some cases can backfire by preventing turnover of those that need "turning."

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com