Championing Anti-Racism Work Within Your Customer Support Team
Summary
Fortune’s ‘100 Best Companies to Work For‘, all of whom emphasized diversity and inclusion, had stock prices rise an average of 14% per year rather than the 6% that the rest of the market achieved. When answering inquiries for your customers, start to detect where you might feel irked or frustrated by things that are just a product of your culture (or others’ perceptions!). Wesley Tindal, chief operating officer at the National Customer Service Association, says, “Classroom training should encompass the entire organization, from the management team on. Before you start thinking about whether it’s worthwhile in terms of the customer’s revenue, consider this: keeping your employees, especially top-performers, can have a massive impact on your company’s bottom line. A study by the Center for American Progress found the average cost for a company turning over difficult-to-replace employees is 213% of the value of one year’s compensation for that role.
