News: Customer Service/Care
"Measure and motivate" performance with customer service training
23 October 2008
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 information from customer evaluation firm Retail Eyes also reveals that eight out of ten high-street shoppers believe superior consumer care is found in-store, as opposed to on the web or over the phone.
Just under three-quarters of respondents said they would be prepared to pay more for a product if they received excellent service, a finding that prompted Retail Eyes' chief executive to underline the effectiveness of customer care training and other performance management initiatives.
"Retailers need to provide their frontline staff with the tools to measure, motivate and improve frontline performance," remarked Tim Ogle.
This, in addition to aggressive product pricing, gives firms "a competitive edge" to make sure they protect their customer base, he added.
One key customer service expectation outlined by respondents involved staff making "genuine attempts" to resolve any issues or questions presented to them.
Another centred on the importance of customer service employees possessing sound listening skills.
Two in five British adults who answered a previous YouGov poll on customer care admitted they would look elsewhere if they were disappointed with the service they received.
