The telecommunications industry has its own modern day version of a meat grinder called the customer service call center. Upset and angry customers call with various billing and service problems, sometimes screaming at the customer service rep unlucky enough to answer the phone. Verizon experienced ongoing problems with extensive call center employee attrition, turnover, morale and frustration. Often the results weren’t pretty: customers were frequently lost, along with significant revenue and good employees.
- Create a fun, pleasant, exciting work environment to effectively serve customers while building in accountability.
- Reduce employee attrition and turnover by successfully attracting and retaining the best.
- Become more aware, intuitive and flexible when dealing with customer concerns.
- Help employees become more alive and engaged in their work as they live into The FISH! Philosophy practices.