News: Customer Service/Care
Customer service training: Initial contact 'sets the tone'
19 June 2009
The initial contact between a consumer and organisation sets the tone for their entire relationship, an expert asserts, highlighting the value of customer service training.
Paul van Veenendaal, managing director of Customer Service Benchmarking Australia, tells the Herald Sun that the central role of this moment cannot be overstated.
He says that this is like being greeted in a restaurant, where the first few minutes create the diner's attitude towards the company, emphasising the importance of customer service training.
Any consumer that has a bad experience with a business is likely to tell their friends, leading to another ten individuals being alienated, he claims.
Mr van Veenendaal states that poor customer service training is among the reasons for low performance levels, suggesting that bad morale and understaffing also have a role to play.
Shahid Malik, communities minister, recently called on local councils to invest in customer service training due to the rising expectations of the public.
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