Now we can understand why customer service is so bad. Nobody really cares! More people are voluntarily leaving their jobs than three years ago. Good news is it means they are not being laid off or being fired. Bad news is it means that employees are discouraged, disillusioned, and uninspired.
Beefing up incentives to make them stay is not really going to do the trick, which is usually the first thing managers and HR professionals across corporate America think of when they see such statistics. But I would not want to drag myself out of bed early on a Monday morning just because I can get a free soda or a free lunch at a canteen that serves nothing I like anyway.
People want to be inspired! They want to feel they are going somewhere and they want to work toward a higher purpose. They want to feel good about themselves and their management. That will require better communication, not more perks.
