Links to Customer Service Research
Study on American workers feeling overhwhelmed (Families and Work Institute)
Research on Amercian customer satisfaction (University of Michigan Business School)
Feedback from upset service professionals (customerssuck.com)
Feedback from upset customers (PlanetFeedback.com)
An online opinion research company that allows you to tell it like it is (speakout.com)
A comprehensive study on the impact of employee turnover on customer satisfaction (Unifi Network and Roper Starch Worldwide)
Have your service employees take an emotional intelligence test
Impact of employee turnover on bottom line based on a study conducted by Sibson & Company
Consumers prefer companies with strong corporate values
Guide to calculating the cost of service professional turnover in your organization
How resilient are your employees? Take a resiliency quiz
How Siebel is empowering customer-facing employees through technology
Example of an Internet-based appointment system
Information about cyberservice agents
Components of an ethics-training program by Robert Giacalone
Software for complaint tracking and resolution
Pew Charitable Trust report on rudeness in America
Take the honesty test
How and Why to Research Word of Mouth
Have your service professionals complete this survey to determine if they are suffering from burnout