Medium-Sized Clothing Company
Services Utilized
- Management Consulting
- Management Coaching
Opportunities
- Mail-order department is exceeding sales expectations, yet company is receiving an excessive number of customer complaints regarding the department’s customer service personnel.
- Department turnover rate is twice that of the company’s primary customer service department.
- In exit interviews, exiting employees all complained about a clique of 3-4 senior employees who make working conditions miserable for everyone else.
Actions
- Identified, compared and contrasted how the new customer service department is structured, managed, and supervised relative to the primary customer service department.
- Conducted one-on-one research, via 20 minute client interview process with each employee, in private, in-person meetings.