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 Customer Service made her comments in Public Management and Policy, claiming there is a growing sense of "empowerment" among the public.

She said: "In the midst of this fundamental social change it is not sufficient to simply 'improve' customer service. A more radical approach has to be adopted."

Ms Hopkins added that such an approach should include the development of customer service skills among staff.

Recently, David Parsons, of the Institute of Customer Service, urged companies not to cut back on training during the economic downturn.

Customer retention is the key to survival in this difficult period, he said.

Businesses which brace themselves and invest in customer care will find they are in a better position to succeed once the economy eventually begins to climb again.