News: Customer Service/Care
Customer service training: FSA to name and shame poor consumer care
20 July 2009
Companies with poor records of consumer care in a number of industries are to be named and shamed, highlighting the value of customer service training.
The Financial Services Authority (FSA) has announced that it will be requiring insurers, banks and other companies in this sector to publish complaint figures every six months, the Times reports.
Phil Jones, speaking on behalf of Which? magazine, claims that this is a "great step forward" that could have a strong effect, potentially encouraging businesses to invest in customer service training.
He states: "Our experience is that it is often reputational damage, rather than fines, that companies care about most when they have done something wrong."
Mr Jones tells the Times that the greatest shame about this announcement is the length of time that the decision has taken to come.
In other news, United Airlines has responded to a consumer's angry song about the poor level of consumer care he experienced by including it in its customer service training.
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