Press Release

eHarmony Matches Reps to Training

(Boonton, NJ, Aug 27, 2009) — eHarmony strives to ensure that customers get the best possible care and support, even if they don't find their perfect match.

In the August issue of Customer Service Newsletter, Scott Ackerman, vice president of customer care describes eHarmony's focus on training, performance metrics, customer feedback, and hiring.

"We spend the first three days of training just talking about the culture, mission, and vision of eHarmony."

Then, over a four-week initial training period, "reps learn how to use our tools. They listen to a lot of calls, and they look at a lot of emails. So they're pretty engaged before we actually let them work on their own." Throughout those four weeks, there are quizzes every day, and there is a final exam at the end. "It's not an easy process," Ackerman tells Customer Service Newsletter.

Also notable is that ongoing training is almost a daily process. "We're changing our website, we're adding new tools for the customer, and as a result we are constantly retraining our employees on new features so they can speak well to the customer about new products on our site," says Ackerman.

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