Personal Touches Help Motivate Customer-Service Staff

Personal Touches Help Motivate Customer-Service Staff

When Bob Furniss worked at a call center early in his career, his manager asked what he did after work. �I was playing in a band at the time. Because my manager cared enough to ask about me, she learned I had a passion for all things creative,� he says.

Furniss� creativity was consequently put to use when he was assigned to a special project to help raise awareness about customer retention. �For the first time, I realized work could be fun,� recalls Furniss, now founder and president of Tennessee-based Touchpoint Associates, Inc., which helps organizations increase productivity and profits by bringing out the best in customer-service staff.

Find out how Furniss and other manager tap into employees' interests and goals - and get them invested in the company mission.

Click on: Personal Touches Help Motivate Customer-Service Staff