Customer Service Training Articles
59% of Brits would pay more for better customer service
Nearly 60 per cent of UK shoppers would spend three pounds more a month on their wireless, wireline, cable or satellite services if they could receive a higher level of customer care, a new study show...
Customer service essential to brand of firm
Leading brand consultants have emphasised the importance of customer service to the overall impressions of a business on the consumer. Olivier Auroy, the general manager of Landor Associates...
Firms should aim for "excellent" customer service
Excellent customer service is something that every company should seek to "strive for", according to one customer management firm.According to Loop, customer service employees can ...
Kwik Fits innovative customer service recognised
A major insurance company has had its customer service innovations recognised by an industry accolade.Kwik Fit Insurance has received the Insurance Times Customer Services Initiative of the ...
Customer care a companys lifeblood
Good customer service is the "lifeblood" of a business, a commentator argues.Susan Ward, a small business advice writer, makes her comments to the website About.com, arguing that t...
Customer service: Firms urged to develop existing staff
It is vital firms remember to provide development and training opportunities for long-term employees, it is claimed.David Saxby, president of business performance agency Measure-X, makes his...
Customer service can be what loses or keeps a client
The quality of customer service an organisation offers can be the difference between its success and failure, it is claimed.Jo Causon, the new chief executive for the Institute of Customer S...
Customer service key for financial brokers
Customer care is one of the key attributes independent financial brokers need to be successful, it is claimed.A survey conducted by the John Hancock Financial Network questioned more than 1,...
Customer service failings could spell fines for BAA
A lack of customer service skills could mean BAA is hit with considerable fines, the Civil Aviation Authority (CAA) reveals.The body states that if the operator fails to improve the customer...
Customer care warning for ISPs
Internet service providers (ISPs) may look to customer service training for their staff following advice issued by consumer champion Which?.The organisation called on Britons to look at revi...
Sport and leisure firms lack customer service skills
Eight in ten sport and active leisure organisations report a lack of good customer service skills among their staff, research shows.Analysis carried out by the National Skills Academy for Sp...
Customer care essential for retaining business
Customer service skills are essential when winning and retaining business, an expert has stated.Graham Shennan, the managing director at construction firm Morgan Ashurst, made his comments t...
Firms failing to provide good customer service
Many firms fail to place a high enough priority on good customer service, it is claimed.The Daily Mail has launched its new Wooden Spoon Awards, which recognise and condemn bad customer serv...
Customer service focus key to success
The way to emerge from the economic downturn in an even stronger position than before is to focus on the client and their customer service experience, according to a recent survey.Research c...
Empowered public demand excellent customer service
People are no longer passive consumers and now expect higher levels of customer service than before, it has been asserted.Industry commentator Ossie Hopkins, who helped set up Institute of C...
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 consu...
Britons spending 5.8bn hours talking to customer service
UK consumers spend more than two hours each week dealing with customer service representatives, new research shows.Analysis published by DHL Express finds the country spends a total of 5.8 b...
Customer service training can increase consumer retention
Customer care centres can improve company performance by effectively dealing with complaints, a recent study has shown. According to research carried out by Charter UK at the Call Centre Exp...
Govt promotes staff training amid downturn
The government is to launch a major advertising campaign to promote staff training, despite the current economic conditions.Its Train to Gain service, which offers funding for some training,...
Automotive firms urged to invest in training
Automotive firms looking to protect themselves during the economic downturn should invest in staff training, it is claimed.The sector skills council for science engineering and manufacturing...
Boost smart working with customer care training
Investing in customer care training will not only benefit a business, it will boost employee engagement and promote "smart working".That is the conclusion reached by marketing expe...
Strike "delicate" business balance with customer service training
Businesses may be focused more on survival than customer relationships during the economic downturn, but that does not mean customer service training should be ruled out, it has been suggested.
"Measure and motivate" performance with customer service training
Consumers may be stretched financially at the moment but it does not mean they are any less prepared to pay for high standards of customer service, a new survey suggests.The latest informati...
Consumer "demand" met by customer service training
Customer service training does not wane in importance amid economic instability, according to a new study.If anything, it becomes more pertinent to invest in customer care and employee commu...
Customer service training: Meeting the banking "challenge"
Investing in customer service training should become a priority for bankers intent on combatting credit impairments, slowing revenues and higher funding costs, according to one specialist in the secto...
Property professionals customer care training lauded by AIPP
A selection of international property professionals have been awarded for their customer service training efforts.Judges at the London ceremony, organised by the Association of International...
Prosper with sales and customer care training, travel agents advised
Two out of every three business travel agents consider their sector to be lacking in adequate selling and customer care skills, it has emerged.In a study underlining the relevance of selling...
HR poll identifies people management and responsive customer service needs
Customer service training for human resources (HR) professionals should be aimed at nurturing proactive individuals who pre-empt problems before managers encounter them.That is the primary f...
Call centre training: Customer service gaps identified by sales survey
Customer service training loses none of its pertinence within organisations that facilitate online transactions, a new study suggests.Furthermore, the survey by global market research firm H...
Call centre training would enhance agent communication skills
Customer service training would benefit the majority of call centres worldwide, it is claimed.The results of the 2008 Datacraft/Dimension Data Global Contact Centre Benchmarking Report point...
Customer service training: Making amends for client "neglect"
The boss of one UK-based international firm says attention to customer care development saw profits surge in the multi-million pound packaging enterprise.Peter Atkinson, who previously worke...
Customer service training: Update communication and problem-solving skills, employers told
Widespread training in communication and problem-solving skills would see London "outshine Beijing" in the customer service arena come 2012, it has been claimed.David Parsons, from...
Sales through service requires specific training
In order to successfully implement a sales through service operation, firms must carry out customer service training for call centre agents, according to one expert.Jennifer Kirkby, consulti...
Good customer service builds loyalty
When used effectively, customer service can win loyalty from clients, an expert argues.Joe Brown, a manager with RightNow Technologies, makes his comments to online resource MyCustomer.com.<...
Holidaymakers to benefit from customer service skills
Thompsons and First Choice have shown they recognise the value of customer service by enrolling their overseas staff on a client relations course.According to the two firms, resort represent...
Firm wins recognition and clients for customer care
High levels of customer care have secured one company an award for its contented clients. Verizon Wireless was named the top customer service provider from among a number of wireless provide...
Microsoft rival launches extensive customer care training
A FTSE 100 software giant has revealed plans to implement "extensive" customer service training as a means of boosting its presence in the international marketplace.Newcastle-based...
Customer care development critical, says Vodafone
Investing in the development of customer care skills ultimately pays off for businesses, it has been suggested.Jane Hext, the award-winning director of customer services at Vodafone UK, note...
Sales staff to undergo experience-based training
Experienced-based training, featuring activities such as orienteering, is being implemented by bosses at retail giant Phones 4u in a bid to overhaul sales and customer care.According to repr...
Met commissioner: Racial discrimination would be extraordinary aberration
The importance of training in the areas of discrimination and equal opportunities has been highlighted by Metropolitan police commissioner Sir Ian Blair.Sir Ian hit back at allegations this...
Poor customer service poll an eye-opener for financial services industry
Financial services providers are reportedly compromising on customer care skills, suggesting a need for tailored training provision.According to a new YouGov survey commissioned by financial...
Skill development and customer care know-how land brokers with award nominations
Investing in a "skilled and dedicated" team and paying attention to customer care know-how have led two Halifax-based insurance brokers to land in the final of a prestigious awards ceremony....
In-house training restrictive, says customer care expert
Investing in the provision of customer care training from an outside organisation is the sound choice to make for 21st-century workplaces, it has been claimed.At a public affairs seminar on...
Berkshire hospital bosses seek customer care improvement to stay on top
Bosses at a Berkshire hospital have outlined their determination to boost customer care provision in a bid to attract more patients.Representatives for the Royal Berkshire Hospital laid out...
Building society boss to recognise and reward customer care efforts
Building society Norwich and Peterborough (N&P) has affirmed its determination to recognise and reward good customer care in the Greater Peterborough area.Representatives for the organis...
Customer care and performance management at heart of transformation initiatives
Improving customer care and performance management, as well as cutting costs, are the main reasons many bosses choose to implement training or "transformation programmes", it has been sugges...
Retail outlet scoops outstanding customer care accolade
Dedication to "first-class" customer care has landed another British business a prestigious gong for its efforts.Representatives for Cheshire retail emporium Sparkling Strawberry t...
Continuing customer care improvement lauded in Newcastle
Dedication to improving its customer care provision has led another management organisation to achieve recognition from officials.Housing authority Your Homes Newcastle (YHN) received the Au...
Customer care improvement sought to boost Glasgow bus services
Extensive staff training and customer care improvement are two of the measures being implemented to bring bus services up to scratch in Glasgow.Local authorities have threatened to ban opera...
Continuing customer care improvement lauded in Newcastle
Dedication to improving its customer care provision has led another management organisation to achieve recognition from officials.Housing authority Your Homes Newcastle (YHN) received the Au...
Customer care improvement sought to boost Glasgow bus services
Extensive staff training and customer care improvement are two of the measures being implemented to bring bus services up to scratch in Glasgow.Local authorities have threatened to ban opera...
Executives urged to align customer service and business goals
Managers worldwide need to "strategically align" their customer service provision with the business goals of their companies, it has been suggested.In a new survey, Genesys Telecom...
Customer care principles underpin professional development scheme
Financial advisers who work with older clients will have their customer care skills honed as part of a new training initiative, it has emerged.Organised with the aim of boosting professional...
Executives urged to align customer service and business goals
Managers worldwide need to "strategically align" their customer service provision with the business goals of their companies, it has been suggested.In a new survey, Genesys Telecom...
Customer care principles underpin professional development scheme
Financial advisers who work with older clients will have their customer care skills honed as part of a new training initiative, it has emerged.Organised with the aim of boosting professional...
Skills gaps worry employers
Two-fifths of UK employers are concerned about finding employees who have basic reading, writing and arithmetic skills, a new report has found. Research released by the Confederation of Brit...
HR uses sales and marketing for recruitment
Human resources (HR) professionals believe recruitment processes are increasingly becoming sales and marketing initiatives, a survey has found.In a poll by Webster Buchanan Research, 85 per...
HR vital for financial sector
Human resources (HR) has an important role to play in financial firms by instilling the importance of customer service within the industry, the Financial Services Authority (FSA) has said.HR...
HR needs to improve employee sales skills
Human resources (HR) has not gone far enough in its efforts to use employee engagement to increase business performance, an expert has claimed.HR director for O2 Andre Harley told People Man...
Two hours more sales activity could generate millions for businesses
Creating two more hours of sales activity a week by cutting down on administrative duties could see millions of extra pounds gained by companies.According to a Sales Effectiveness and Compen...
Time is biggest barrier to better training, say employers
Many employers claim to be positive about training, but lack the time to put their words into action. With 2008 having an extra day today, a new survey finds that nearly one third of one tho...
Staff training and new software benefits ICM
Business-availability specialist ICM has reportedly seen a 50 per cent increase in new business opportunities during the past 18 months after changing its marketing structure.Training was gi...
Staff training essential in retail sector
Staff training is essential for medium-sized retailers keen to improve sales, a retail group has claimed.Management employees from across the SVM group, which owns Replay, Sixty, Clockwork O...
HR workshops benefit Orange staff
Human resources (HR) staff at Orange attended workshops to enhance their understanding of the company ahead of the launch of a new website.As the site, launched in November last year, was de...
Customer service is extremely vital
There are various elements that go to make up good customer service, which is "extremely vital" for businesses.That is according to small business coach Robert Moment writing in th...
Customer service is extremely vital
There are various elements that go to make up good customer service, which is "extremely vital" for businesses.That is according to small business coach Robert Moment writing in th...
IT workers missing out on training
The majority of IT professionals in the UK are unaware that they could be training for a chartered accreditation, despite the fact that most feel it would benefit them to do so.The British C...
Customer service training needed as banks score poorly
UK banks and building societies have had their online customer service called into question by a new report of 52 leading European financial services companies, commissioned by IBM and Kana Software.<...
Training games ideal for customer service
With customer service training crucial to the provision of a consistent and quality service and subsequent sales, leading organisations are increasingly turning to training games to improve customer s...
RCP scoops customer service award
The Business Development and Research Consultants Awards has honoured the Royal College of Physicians (RCP) and its customer service record.It was awarded to the RCP meeting and events depar...
Lily Allen to star in animated skills film
Lily Allen is to star with indie band the Levellers in an animated film aimed at encouraging workers to improve their skills.The film, created by the skills arm of the Trades Union Congress...
Greyhound implements customer service training
Staff at the Greyhound bus firm have undergone an intense customer service training program.The famous long-distance American bus company has been undergoing a major facelift, after 90 years...
US training market worth more than £29bn
The training market in the US is worth more than $58 billion (£29 billion), according to the 2008 Corporate Learning Factbook from research firm Bersin & Associates.According to the...
Fife chippie scoops training prize
A fish and chip shop in Fife has won the prize for staff training and development at the Fish and Chip Shop of the Year competition.Anstruther Fish Bar, which employs 40 staff, was awarded t...
Currys develops online training programme
Currys has developed a new online training programme that includes customer service, presentation and handling installation goods.The programme, which was developed by Cognisco, is bespoke a...
Customer service training essential for Super Bowl service
When the Super Bowl comes to Arizona in February, customer service training will ensure that visitors are treated well.The Arizona Super Bowl Host Committee is working to ensure that retail...
Garden centre to implement customer service training
Heighley Gate Garden Centre near Morpeth, Northumberland, is in line for a £50,000 cash bonus to provide customer service training.The staff development programme will take place over t...
Customer loyalty can greatly improve business
Developing loyalty among customers is a great way to increase business, and customer service training can help with that.Linda Berke of US firm Taylor Performance Solutions in New York says...
Florida maintenance staff receive customer service training
The maintenance staff at the largest office building in the Tampa Bay area have undergone a hugely beneficial customer service training programme.When Doug Lawson was appointed senior chief...
US banks stressing customer service training
Banks in the US are fiercely competitive and need to do what they can to stand out from the crowd.Iowa State Bank & Trust has started a customer service training program that requires em...
Kiwi bus drivers receive customer service training
Friendly service has the same effect the world over - it improves relationships with clients and gives a boost to companies.Bus drivers in Auckland, New Zealand are receiving customer servic...
In-house training vital for staff retention
In a business climate where staff can move to many different firms, in-house training is vital if companies are to retain their employees.Diana Oreck, vice president of global learning and t...
Customer service training helps Ipswich improve
Successful customer service training has helped the new business improvement district (BID) in central Ipswich receive a vote of confidence from auditors.The BID became operational in April,...
Cable & Wireless manager wins training award
Phil Williams of Cable & Wireless won the customer service trainer of the year prize at the National Customer Service Awards.He told Personnel Today that he arranges and delivers trainin...
Customer service training valuable for IT staff
Customer service training is becoming increasingly important in the IT sector, according to an industry expert.Chris Short of IT recruitment firm Concept IT believes that employers are looki...
Customer service training can boost communication
Small businesses in the UK should engage in more customer service training to ensure better relationships with clients.The benefits of customer service training have been evident for a long...
Ipswich firm helps rail franchises with customer service training
An Ipswich firm, Customer Innovation, is to help two national rail franchises with customer service training.The company will mobilise the service quality systems for the London Overground a...
Customer service training can involve actors
There are various methods of engaging staff when carrying out customer service training.Sometimes professional actors are brought in, in order to stage real-life difficult customer situation...
Energy Minister outlines clean energy business opportunity
Finance business leaders were last week reminded of the importance of climate change at a high-level discussion hosted by Irish Energy Minister Eamon Ryan.Minister Ryan said that the recent...
Stress can be alleviated by training
As many as one in three employees find that stress at work affects their health, but training could help to alleviate this.It is a well-recognised fact that in-house training programmes can...
