News: Customer Service/Care
Customer service training: Consumer reviews 'inform staff's approach'
17 June 2009
A company is using the consumer comment section of its website in order to improve the level of care it provides, highlighting the importance of customer service training.
Comet is informing its approach to interacting with buyers through this system, directing potential users to read the reviews other people have posted on the internet.
Ryan Thomas, head of direct channels at the organisation, states: "Customer reviews have made a significant difference to Comet, influencing our customer service and commercial teams in particular."
Highlighting the importance of customer service training, he says that this area of the website will allow staff to develop a better insight into the needs of consumers.
In interactions with buyers, the company invites people to use its website and create a new area for engagement to take place.
Earlier this month, the JD Power and Associates 2009 UK Mobile Phone Customer Satisfaction Study found that O2 is the mobile phone operator with the highest consumer care provision, highlighting the value of customer service training.
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.
