Inc. Exceptional customer service also reduces employee turnover. Turnover is inversely proportional to employee perceptions of the quality of service provided by the employer. When a company's service is perceived as bad, not only do consumers not like to patronize the business, but employees don't like to work for it. High employee turnover should be a warning sign to employers that the company is not customer-focused. The competitive edge will continue to go to companies with personal, personable service.
Customer service is a high-yield investment.
John Tschohl, president of the Minneapolis-based Service Quality Institute, is an international management consultant and speaker. He has written several books on customer service, including Achieving Excellence Through Customer Service, Cashing In, and The Customer is Boss, and has developed more than 26 customer service training programs that have been distributed and presented throughout the world.