News: Customer Service/Care
Customer care 'essential for retaining business'
08 December 2008
Customer service skills are essential when winning and retaining business, an expert has stated.
Graham Shennan, the managing director at construction firm Morgan Ashurst, made his comments to sector publication Contract Journal.
He suggested the current economic downturn will mean more companies seek to outdo their competitors to win over their custom.
"We need to provide the same levels of customer service that the top performers in other industry sectors achieve. To win and retain business you'll have to be the best at what you do," Mr Shennan added.
Several other sector bosses told the industry magazine that using customer service skills to keep their consumers happy is vital as they move into 2009.
Recently, a survey carried out by Accenture showed 67 per cent of customers have changed providers because of negative customer services experiences.
A spokesman for the company urged businesses to deliver a strong customer service experience if they hope to stand out from the competition and retain contracts.
