Customers Suffer From Employee Churn: High Turnover Makes It Harder to Provide Top Service
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Center for Advanced Human Resource Studies, ILR School, Cornell University
Key Findings: • As rates of voluntary turnover climb within key business units, customers are more likely to report bad customer service. • When new workers arrive, established workers have to take time away from customer service to train the new workers in procedures and company culture. • Work units with lots of new employees have more trouble managing turnover and receive the lowest customer service ratings. • Bigger may not be better—larger work units have particular difficulty managing turnover and receive lower customer service scores than smaller ones. • A tight, cohesive work group seems to suffer from turnover as much as a less-bonded group.
employee engagement; turnover; retention; commitment; performance management