News: Customer Service/Care
Customer care warning for ISPs
04 December 2008
Internet service providers (ISPs) may look to customer service training for their staff following advice issued by consumer champion Which?.
The organisation called on Britons to look at reviews to discover the top choices among the many providers competing for their business.
It said people may become fed up with their provider for a number of reasons, such as their customer care experience.
Britons should shop around "if your ISP's not up to scratch - for speed, customer service, or any other reason", Which? urged.
Its comments support recent research conducted by Charter UK at the recent Call Centre Expo 08.
The survey showed a high number of firms think good customer service in response to complaints can cause greater levels of consumer retention.
The company's chief executive Paul Clarke called for greater focus on customer service training to equip staff with the skills they need for managing unhappy callers.
