News: Customer Service/Care
54% of firms believe customer service training helps companies
21 May 2009
A recent survey has found that one in two companies believe that focusing on the consumer experience is the most effective way of generating sales, highlighting the need for customer service training.
Research by the SAP and the British Retail Consortium (BRC) reveals that 54 per cent believe they must get closer to their clients in order to foster loyalty and understand their needs.
Companies are also allocating their resources into customer service training as a way of improving performance in this area, changing aspects of their business to address this.
Richard Mills, retail industry principal at SAP UKI, says that more and more firms are seeing the consumer as king.
"Retailers are also looking at staff as a way to improve customer service," he asserts.
A third of these are automating processes in order to allocate existing staffs' time to serving customers.
Mr Mills states: "There will always be customers and those stores that offer the customer what they want will still perform well."
Richard Dodds, head of media campaigns at the BRC, recently emphasised the importance of customer service training, saying that by adding value, companies can charge more for their products.
GA Training has a number of customer service training courses which are available on both a public and in-house basis. Suitable for both the public and private sectors GA’s customer service course solutions have been helping individuals and organisations to provide exceptional levels of service for over a decade.
