Introduction
Welcome
(01:15)
The $60 billion problem
(02:18)
1. About Customer Service Turnover
Do you have a turnover problem?
(02:25)
Why people quit
(02:45)
It's not you; it's me
(02:19)
2. Hire Right
A better starting point: Hire right
(02:27)
Ongoing training
(02:21)
Freedom and flexibility
(02:19)
3. Keeping Them
Recharge and rejuvenate
(02:43)
The right environment
(02:30)
Show them the way
(02:39)
4. Pouring Cement on Relationships
Celebrate accomplishments
(02:26)
Rewards and recognition
(02:31)
Identify trouble spots early
(02:08)
Conclusion
Next steps
(01:48)