Customer service training: Customer care more important than pricing

A new survey has highlighted the significant benefits which customer service and call centre training can yield to an organisation.

The work by Accenture canvassed the opinions of 4,100 consumers across eight countries about the importance of pricing factors in comparison to customer care considerations.

Some 67 per cent of those questioned by the technology services and outsourcing firm admitted they have previously changed providers following a negative customer care experience - an eight per cent rise on last year's figure.

In contrast, 53 per cent of respondents said they have taken their business elsewhere owing to costing issues.

Woody Driggs, managing director for Accenture's customer relationship management practice, suggested customer service and call centre training can boost organisations' fortunes during the downturn.

"Doing the hard work to deliver the right customer experience - including service that meets rising customer expectations - can set a company apart and help it hold on to customers," he remarked.

The news follows research conducted on the same theme by DHL Express, which revealed 86 per cent of people maintain a negative customer care experience will dissuade them from buying from a given organisation in the future.