News: Customer Service/Care

Customer service training: Consumer care 'must not be seen as a cost'

20 August 2009

Consumer care must not be viewed as a cost but as an area to invest in, an expert asserts, highlighting the value of customer service training.

Change management firm Customer Consulting Ltd claims that people often view their relationships with brands and businesses as marriages rather than one-night stands.

Associate director Brian Jopling says that many shoppers are willing to invest in a single company if they are treated well.

He states that many businesses do not see this as an opportunity and so neglect the area of retention.

Mr Jopling asserts: "A number of companies are not proactive in investing in their customers because they don't realise that putting time and energy into developing existing customer relationships will pay off."

Recent research by BDO Stoy Hayward reveals that nearly three quarters would leave a shop if they received poor consumer care, highlighting the value of investing in customer service training.

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