Front Line Customer Service |
I read an amazing statistic in an article written by the Canadian Management Centre.
“The average company loses half their customers in 5 years and half their employees in 4 years(1). This has significant impact to overall customer, employee, investor and supplier loyalty.”
Wow! Think about that statistic. 100% customer turnover in 5 years and 100% employee turn over in 4 years. Management at all levels must understand the changing role and importance of front-line customer service operations to achieve the core mission of the business, i.e., customer retention, customer acquisition, customer satisfaction, employee retention and increased profitability.
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