News: Customer Service/Care
Customer service 'can be what loses or keeps a client'
09 December 2008
The quality of customer service an organisation offers can be the difference between its success and failure, it is claimed.
Jo Causon, the new chief executive for the Institute of Customer Service, makes her comments as the body announces her new position at its head.
She says she is pleased to take the lead at such a "critical" time for the customer care sector.
"It is my belief that customer service acts as the key differentiator between successful and failing organisations," Ms Causon asserts.
This is particularly relevant when the economy is strained, she adds.
For many months now the institute has been highlighting the importance of customer care in the face of an economic downturn.
In October, its then-chief executive David Pearsons called for companies to safeguard and strengthen their customer service relationships in response to the recession.
He said this approach makes more business sense than cost cutting.
