News: Customer Service/Care
Customer service training: 74% would leave due to poor consumer care
23 July 2009
New research shows that three-quarters of people would leave a shop if they experienced poor consumer care there, highlighting the need for customer service training.
A study by BDO Stoy Hayward has found that that 74 per cent would not buy from a retailer in these circumstances, which it describes as hypersensitive consumer behaviour.
Don Williams, retail partner at the firm, claims that these individuals are more switched on, better informed and given enough choice that it becomes a buyer's market.
He states: "Retailers should be frightened by the fact 74 per cent of their customers would leave the store if they encountered bad service. In the current environment, this is something that they just cannot afford to ignore."
Mr Williams says that these customers are less loyal about the stores they visit and a well-developed strategy, which could include customer service training, is needed to retain them.
In other news, Torex recently emphasised the importance of customer service training to businesses facing difficulties, as consumer care is being given more importance.
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