Dwyer and her employees know that in most consumer inquiry related jobs individuals may be relegated to small cubes, wear telephone headsets, and rarely meet the customer face-to-face. Too frequently these employees fall back into the same monotonous conversational routines from call to call. To ensure continuous "friendly" and prompt customer service, most service-oriented organizations, especially the government, monitor their customer service phone calls. However, monitoring customer calls and reviewing employee responses are only quick fixes to building long-term customer relations and motivated and upbeat employees. In service organizations training is not an option. It should be required before hiring employees as well as reinforced frequently during their employment.
"Because our federal customer relations program runs in three to three and a half month spurts, takes a sabbatical, and then returns in a few months, our training has to happen quickly," adds Dwyer. "I honestly don't know how we could do this without continuous coaching and on-the-job reinforcement. Without it we would realize a constant turnover in employees, and no organization can afford huge turnover."
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