In contrast, respondents report an increase in the use of low-cost performance recognition via plaques, acknowledgements, and group celebrations such as Customer Service Week.
Some 75 percent of the companies participating in this year's Salary and Incentives Survey report that they have some kind of Customer Service Week celebration to recognize and motivate their frontline staff.
As the customer service manager for one manufacturing company says, "All CSRs enjoy and appreciate Customer Service Week, in spite of the extra work and energy required. They feel it is very special and it is created just for them."
Customer Service Week is celebrated annually during the first full week in October. Additional information is available at the event website http://www.CSWeek.com.
Complete data from the 2012 Salary and Incentives Survey appears in the September issue of "Customer Service Newsletter."
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."