Be transparent! I can’t stress this enough! Not only with the customers but employees as well. You cannot complete a ‘good’ sale if you’re rushing to finish it and completely ignoring the key terms and conditions. For example, mention the one year contract or even mention the lines you’re using to connect (dsl, cable etc). I personnaly did not feel comfortable selling to customers who are fed up with bell/rogers connection lines when primus tends to use the same lines. It’s just difficult to balance sales and honesty because the team really emphasizes the importance of sales rather than customer satisfactory.
Senior Management has a lot of work to do to regain the trust of their people. They need to start actually telling the truth and not just saying whatever makes life easiest for them. They need to be way more transparent about their dealing with their people. They need to accept responsibility for their negative culture rather than just blame others. But none of this will happen so the high turnover will unfortunately continue...
Realize the high burnout and turnover rates are because of your toxic work culture stemming from upper management. Stop being so racist - you live in Canada!! Be open to other people's opinions and ideas, treat your employees with respect, and hire competent people to run your departments.