- Companies that outsource calls to home-based agents report turnover rates in the 10% to 30% range, compared with anywhere from 60% to 100% in the average call center.
- "Don't look for a reason why you can't take care of a customer--look for ways you can," says Bob Moore, vice-president for Publix.
Everyone who works in customer service should have a proactive mindset (refer to my post from yesterday about customer service starting in the mind). First thing you can do: take “can’t” out of your vocabulary.
I also like that the Four Seasons gives employees free nights to stay at their hotels. It’s a great way to learn what it’s like to be on the other side of the fence as a customer.
Here is the list of Business Week’s top 25 customer service champs:
1. USAA
2. Four Seasons Hotels and Resorts
3. Cadillac
4. Nordstrom
5. Wegmans Food Markets
6. Edward Jones
7. Lexus
8. UPS
9. Enterprise Renta-A-Car
10. Starbucks
11. The Ritz-Carlton
12. Amica Insurance
13. Southwest Airlines
14. Washington Mutual
15. Cabela’s
16. Raymond James Financial
17. Porsche
18. Apple
19. Publix Super Markets
20. Hertz
21. FEDEX
22. JW Marriott Hotels & Resorts
23. T-Mobile
24. Buick
25. Lincoln
Interesting - the contents of the list are fairly expected and most of the places are fairly accurate with a few exceptions (USAA being ahead of Four Seasons, Cadillac being ahead of Nordstrom?).
That work at home turnover statistic is really interesting!
Posted by: Doug | February 25, 2007 5:25 PM | Permalink to Comment