Clintcast Episode Detail
| Episode#: | 66 |
| Title: | Customer Service |
| Description: | Today, Clint speaks again with Brian Lee of Custom Learning Systems Group regarding customer service. As they discuss, world-class customer satisfaction begins with world-class customer service at the level closest to the customer. This, in turn, translates into higher revenues, better employee recruitment/retention, smoother operations, etc. Empowering employees to deliver world-class service pays itself back many times over. |
| Duration: | 13:22 |
| Date Aired: | Monday, March 16, 2009 |
| Categories: | Customers |
| Listen Now: | |
| Download: | Download MP3 file |
[We] first heard Clint speak at a VHCA seminar 1 year ago - took a suggestion and put it into practice - let staff hire staff - started this immediately after the session - so we finished the year lowering our turnover from 47.4% building wide to 29.7% - and reduced LNA turnover by 13% alone!! Staff very much are vested in new employees and their success is the veteran staff's goal now - much happier workplace as well - not constantly retraining.
-Rose Mary Mayhew