News: Customer Service/Care
Customer service training: 38% would change firm over poor consumer care
31 July 2009
Nearly two fifths of UK shoppers would stop using a company if they experienced poor consumer care, highlighting the value of customer service training.
Research by nGenera CIM has found 91 per cent of web users say this quality is important when conducting transactions online, with 94 per cent reporting they would stop using a company immediately if they were badly treated.
It examined the views of 2,000 people and estimated that businesses are facing a total of £1.4 billion in lost sales due to poor consumer care, highlighting the value of customer service training.
Matthew Haines, European managing director of the firm, claims that this field is changing.
He states: "Online channels such as email, web self-service and live chats are quickly overtaking phone as the preferred contact method for UK consumers. This provides an opportunity for companies to deliver fast and effective online customer service."
Figures published by BDO Stoy Hayward have revealed that nearly three quarters of consumers would leave a shop if they received poor care, highlighting the value of customer service training.
GA Training provides customer service training as one day public courses or tailored in-house course solutions totally relevant to your individual circumstances. Whether you are in the public or private sectors we will find the right course solution for you. We work regularly with all organisations from blue-chip private sector to local authorities.
