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Gm 591 Research Paper

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Research Paper: NAB Customer Service Employee Turnover
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GM591ON_M Leadership and Organizational Behavior
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Abstract
This paper will focus on the Customer Service department at North American Bancard. An overview of the company including the author's role will be explicated. Essential issues, events, and actions to help frame the problem will be identified. The problem statement will be well defined and specific enough for each reader to gain a clear idea of the Organizational Behavior topic and the direction of the research. Each reader will be given an encapsulated review of what information the author found most relevant to the research. The problem will be explored, providing an …show more content…

Since the call center director was hired, the Customer Service department has improved tremendously. The only thing that has not improved is the high turnover rate. How can the employee turnover rate within the Customer Service department decrease?
Literature Review

Retaining Valued Employees

Retaining employees is one way the turnover rate can decrease, Branham (2000), focuses on retaining valuable employees by incorporating four key elements. The first key elements is, “be a company that people want to work for”. There are many companies that have been labeled as, “employers of choice”. These employers all have something in common, which is how they value their employers (Branham, 2000). They treat their employees with respect and like family. With being an “employer of choice,” people are the most valuable asset; not just customers but employees too. Many companies go above and beyond for their customers, but not for their employees, yet they wonder why they are losing valuable talent. Hayes and NineMeier (2001) explains that supervisors need to supervise as they would like to be supervised. In the text, it is explained that employees watch the actions of their management closely. Tip 35 for retaining employees, emphasizes the power of improvement managers posses (Hayes & NineMeier, 2001). When management focuses on an aspect of

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