News: Customer Service/Care
'Weather economic storm' with customer service training
28 October 2008
Calls for the country's business leaders to step up customer service training efforts during the economic downturn have been reiterated by an independent professional body in the sector.
According to the Institute of Customer Service (ICS), "cost-cutting actions" with regard to training could ultimately impact on service quality and damage relationships with customers.
Speaking at the organisation's annual conference, ICS chief executive David Parsons suggested that now, more than ever, the importance of customer service training has been thrown into focus.
He granted that "battening down the hatches" is both inevitable and essential, but emphasised that listening to and communicating adequately with customers is imperative if their expectations are to be met.
"Organisations with the courage and conviction to avoid falling into the old trap of slash and burn are the ones that will weather the storm most successfully by retaining their customers," Mr Parsons told delegates in London.
Such enterprises will be "in the best position" to take advantage of an eventual upturn, he added.
In an open letter published last week, business leaders including Marks and Spencer chairman Sir Stuart Rose joined forces to urge bosses not to cut back on training during the economic downturn.
They also alluded to the benefits of such action when an economy "starts to pick up again".
