News: Customer Service/Care
Customer service training: Consumer care levels requiring more overtime
09 July 2009
Companies' interests in improving consumer care levels is contributing to the number of employees working overtime, highlighting the importance of customer service training.
New research published by BT Business shows that 37 per cent of workers are putting in extra hours since the beginning of last year, with more than a third citing this focus as the reason.
Bill Murphy, managing director for the organisation, claims firms must do more to try and equip staff to deal with these changes efficiently.
He states: "Employers should look to match these efforts by equipping staff with what they need to become more efficient … Companies should consider how working practices can eliminate wasted time and boost productivity."
Other reasons for the increase in overtime are the stress being put on workloads by redundancies and wastage due to poor equipment, those looking at customer service training may be interested to discover.
In other news, Ofgem recently wrote to six major energy providers drawing attention to their poor levels of consumer care.
Customer Service training with GA is designed to help individuals and organisations provide consistent levels of service at each and every point of contact. We work with you to identify your customers’ needs and their expectations and then we help you to build rapport and provide an unrivalled customer experience.
