Customer Retention: Keep ’Em And Hold ’Em

Teach CSRs that respecting customers is of the utmost importance.

Once hired, Headsets.com CSRs are taught that respecting customers is of the utmost importance. In fact, being disrespectful to customers, either during a phone call or while talking with co-workers, is a fireable offense. “Rolling your eyes, or making inappropriate gestures or comments about a customer are all things at some stage of our lives that we’ve been guilty of,” Faith says. “But it’s just not an acceptable trait, even if the customer is wrong. Customers can be wrong, but they’re paying us money and deserve our respect.”