News: Customer Service/Care
O2 ranked top for customer service
30 April 2009
Internet provider O2 has been classed as the top company in the industry, but almost half of users still do not think customer service is up to scratch, suggesting training may be required.A poll from Broadband...
London's Underground 'best in Europe'
29 April 2009
London's tube network has been branded the best in Europe, after being judged as having good customer service.The capital's underground system beat competition from Paris, Madrid, Berlin and Copenhagen to claim...
Good customer service 'requires firms to respond to feedback'
24 April 2009
Strong customer service requires businesses to acknowledge the feedback given by their users, an expert asserts.Dr Laura Brooks, vice president of research and consulting at Satmetrix, tells Sales and Marketing...
Technology 'is not enough to provide great customer service'
24 April 2009
Companies cannot rely solely on technology to help sales and customer service performance but must invest in their people, an organisation asserts.InsideCRM.com claims that customer relationship management (CRM...
HSBC's customer service praised
23 April 2009
Leading high street bank HSBC has been found to have the highest level of customer service out of all UK rivals.Prophet, brand and innovation strategist, claims that the financial services provider beats nine o...
UK businesses 'can boost loyalty through good customer service'
22 April 2009
Businesses in the UK must take steps to update their approach to consumer loyalty, research suggests, highlighting the need for customer service training.The Logic Group and Ipsos MORI have found that 57 per ce...
Customer service award 'open for nominations'
22 April 2009
A leading analyst has opened nominations for its annual customer service award, which recognises firms' excellent performance in this area.The Gartner and 1to1 Customer Awards is open to any end-user organisati...
Customer service outsourcing 'could harm companies' reputations'
22 April 2009
Companies should retain their customer service facilities in-house if they want to protect their brand's reputation, an expert asserts.Jim Boring, a marketing communications consultant, tells Manage Smarter tha...
Customer service 'fosters trust with the public'
21 April 2009
Customer service allows businesses to create trust with their consumers and drive profitability, an expert asserts.John Yaggie, customer relationship management (CRM) practice director for Avanade, tells Destin...
Customer service training 'complements contact centre process'
20 April 2009
Process is important but customer service training can lead to a better delivery of consumer care functions, a study suggests.Research conducted by the Service Desk Institute and Hornbill Systems shows that inf...
Customer service training 'has a significant effect'
17 April 2009
A leading financial services provider has described the effect of customer service training on its firm as significant, a source reveals.Wendy Ferguson, client services director at Scottish Widows, tells the Gu...
Bank's customer service leaves users smiling
16 April 2009
Financial product provider Smile has won an accolade recognising its high levels of customer service.The bank has been named the overall winner of the Guardian and Observer Consumer Finance Awards for the secon...
P&O invests in customer service training
15 April 2009
A leading ferry company has joined a programme to improve its consumer care provision and is investing in customer service training to improve this area, a source reveals.P&O took part in the Top 50 Call Ce...
Training 'should emphasise finding likely sales prospects'
14 April 2009
Sales training should emphasise the importance of assessing the likelihood of a potential client converting, an expert asserts.Wayne Pollard, a former instructor in this area, tells Sales and Marketing that the...
Training 'must emphasise first impressions'
14 April 2009
Training should emphasise the importance of first impressions to those offering skills development in businesses, an expert asserts.Bob Selden, author of What To Do When You Become The Boss, tells TrainingZone....
