Carlton Briggs – Decrease Turnover in Customer Service

Carlton Griggs has years of experience in business management, human resources, and customer service. He even received his degree in Business Management from Fairleigh Dickinson University and has spent many years expanding his professional knowledge and experience. Working in the customer service industry, Carlton knows just how high the employee turnover rate can be.

It is important to minimize the employee turnover rate because it will ultimately cost the business time and money. This involves having to pay someone to recruit potential candidates and then taking the time to find the right person for your company. In studies that have been conducted it is approximated that $4,000 is spent on a new employee and add on to that for training. It can be a very costly process and then take into account that more than 70% of customer service workers will quit within just one year. This means your company is spending thousands of dollars on a worker whom you’ll just have to replace in a year and start the process all over again. It then becomes an issue if it is even worth the investment.

Here are a few things companies can do in order to try and decrease their employee turnover rates in customer service. One of the most important things is to offer customer service training. Training can offer employees to feel confident in their positions because they know they are doing it correctly. The problem is that many new customer service employees do not have much prior customer service experience which can lead them to receive more negative feedback and struggle with their job because they don’t not have the proper tools to succeed and if they are doing poorly most people will be prone to quitting. This doesn’t just mean one-time training it means doing it consistently so employees can feel comfortable in the fact that they know they have the most up to date training, which will help them succeed. It is also important as an employer to set clear expectations for the training, so employees understand what they should be getting out of this, which will ultimately make your time and money that you have invested as the employer worthwhile. To further save time it is wise for the owners to invest in customer service training software, this will even allow management to see how the employees are doing and what areas that might be struggling in.

Carlton Griggs – Human Resources Expert

Carlton Griggs has years of experience in business management, human resources, customer service, and landscaping. He received his degree in Business Management from Fairleigh Dickinson University and has spent many years expanding his professional knowledge and experience.

Carlton Griggs began as a customer sales representative at Fessenden Hall Inc. where he began to build on his customer service skills. During his time here he coordinated special orders for the customers and helped in the management of warehouse inventory. Carlton then moved on to be a teller at Commerce Bank for almost two years. His time here truly provided him an opportunity to develop and hone his customer service skills. He specifically worked with customers in opening and closing their accounts, verified night deposits for large companies, he was personally selected to attend manager meetings, he had cross-trained with various customer service representatives, and even organized and regulated the change machine. 

Carlton Griggs was able to take away a large set of skills from his job at Commerce Bank. He then went on to be a Warehouse Associate at Ginsey where he was able to acquire various experience in: product ordering, forklift operations, assembly lines, and vinyl cutting. Carlton was also an active participant in meetings where he would conduct speeches that promoted teamwork and respect in the work place. Carlton even was involved in a safety committee, which worked to ensure a safe and productive work atmosphere. GameStop would be Carlton’s next professional experience. He worked here for almost four years and was promoted to a managerial position within only five months of employment. During his time at GameStop, Carlton was able to manage, train, provided quality customer service, and helped recruit new employees. His time at GameStop was a great addition to his professional experience and really gave him insight on several aspects of customer service through a managerial lens.

Carlton Griggs is currently working at Enterprise Rent-A-Car, where he is able to apply all of his years of sales, customer service, and management to his current position as Manager Trainee. Carlton has taken his skills to a whole other level and has had many achievements in his position here. Some of Carlton’s accomplishments at Enterprise were: outstanding protection product sales throughout the fiscal year, consistently placed in the top 15 of the monthly matrix sales ranking system, and he even received an award for outside marketing achievements for the year of 2011-2012.