News: Customer Service/Care
Customer service: Firms urged to develop existing staff
11 December 2008
It is vital firms remember to provide development and training opportunities for long-term employees, it is claimed.
David Saxby, president of business performance agency Measure-X, makes his comments to EnergyPulse, a website servicing the global power industry.
The commentator suggests firms should ensure all their customer care people receive training and not just their new starters.
He calls on utilities companies to improve their customer service because this can affect how a consumer views the whole business.
One way to improve customer care is to provide greater levels of training, such as call centre training, to staff, Mr Saxby recommends.
"Enhancing the skills of seasoned people and new hires will improve the consistency of the level of service your customers receive and expect," he adds.
Last month, Accenture questioned more than 4,000 people and found 67 per cent of people said they have changed suppliers of a service because they were dissatisfied with a customer care experience.
