Update Your Customer Service Program Is it time for an overhaul?

Customer service employees have a lot on their hands and minds.If they're properly taken care of, they'll do the same foryour customers. Take a look at the following three questions, andif you can answer no to any of them, it may be time to reassessyour customer service program and how it affects youremployees' morale:

1. Are employees empowered to solve problems?
2. Do you let service employees vent their frustrations?
3. Are you on the front lines?

  • Excerpted from Entrepreneur magazine, May 2001

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