News: Customer Service/Care
Customer service focus 'key to success'
03 December 2008
The way to emerge from the economic downturn in an even stronger position than before is to focus on the client and their customer service experience, according to a recent survey.
Research conducted by Telephonetics VIP among attendees at the recent Call Centre Expo found many believe it is important to focus on the customer experience if they are to achieve success during a difficult trading time.
A company spokesperson said: "Loud and clear, we heard that focus on the customer is key. The winners will be those who strive to keep their customers happy, whilst also trying to save money."
One way to improve the customer service experience is to invest in staff development, such as call centre training.
A recent study conducted by Accenture found delivering a good customer service experience can make a difference to a firm's success.
Nearly 70 per cent of those questioned by the company said a negative customer care experience had caused them to switch providers in the past.
