News: Customer Service/Care
Customer service training: O2 rewarded for high consumer care standard
05 June 2009
A leading mobile phone operator has been recognised for its high standard of customer service training in a recent survey.
The JD Power and Associates 2009 UK Mobile Phone Customer Satisfaction Study has ranked O2 as the highest pre-pay mobile phone service in terms of a number of qualities, including consumer care.
Virgin Mobile was found to be the best of the pay-monthly mobile phone providers, but only ranked third in the former category.
Stuart Crawford-Browne, senior manager of service industries at the researcher, claims that user expectations are increasing.
He states: "As the mobile phone market matures and experiences increasing convergence with other communications technology, customer expectations of their mobile phone provider are growing, and these customers expect more services and features from their providers."
Mr Crawford-Browne suggests that this will also lead to businesses increasing customer loyalty and recommendations.
Last month, O2 topped the company's UK Mobile Broadband ISP Customer Satisfaction Study, which also took the results of customer service training into account.
GA Training’s customer service training enables individuals and organisations in both the public and private sectors to provide exceptional levels of service at each and every customer touch point. Our customer service solutions cover all elements of customer contact from telephone, face-to-face and in writing and ensure consistently high standards throughout.
