Can you identify one of your employees whose poor customer service or output adversely affected the bottom line?
If your organization is heavily based on customer service -- which pretty much covers all businesses -- then you shouldn't gamble with hiring employees. This process should be of utmost concern.
Weeding out the mediocre is not for the: faint hearted. This process takes planning and strategy. If done too quickly, it may send out the wrong message. Such action has major repercussions. You can damage your credibility or hurt morale. Upgrading staff is a necessity in today’s fast-paced, competitive world. Companies that do it successfully are gaining market share, those that do not do it, or do it poorly, go out of business.
Fortunately, there is a common practice that safeguards employers: You can replace mediocrity, increase sales and keep productivity -- but only when you have a recruiting firm to continually search for new talent. Do not wait until you have turnover. Instead, make it a routine part of your company.
It is never too late to replace mediocrity with talented: customer service oriented people!