Your Customer Service Coach
David LeeDavid Lee, the founder of HumanNature@Work, has provided training and consulting in the area of customer service throughout the United States. His clients come from a diverse set of industries, including financial services, healthcare, automobile sales, and various government agencies.

Blog Index
March 19, 2006
The connection between being a good manager and your CSRs giving great service

Are you managing your service professionals in ways that inspire – and enable – them to give great service? Customer service research done at Sears and published in the Harvard Business Review revealed that store managers who enjoyed:

- 40%-50% less turnover
- greater sales
- greater customer satisfaction and loyalty

were the ones who helped employees:

- understand the value of their contributions
- grow professionally
-work more autonomously
- benefit from gainsharing

Are you doing these things?


Posted by David Lee at 01:19 PM

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