CHAPTER 2Frustration: The Silent Killer
THE BERNETTE FINANCIAL call center culture is the envy of the industry. Turnover is low. Nearly every employee believes in the mission: They’re helping people buy homes, helping businesses serve their communities, and helping families achieve their dreams. Customer surveys invariably show that Bernette customers are overall “very satisfied” with the help they get when they call or e-mail. Questions get answered. Problems get resolved. Customer service representatives are viewed as helpful, knowledgeable, and friendly.
By and large, Bernette call center employees are engaged and committed to the success ...
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