News: Customer Service/Care
Customer service training: P&O invests in consumer care
05 June 2009
Customer service training covering email handling has proven useful for ferry operator P&O, it has been claimed.
A case study on callcentrehelper.com has found that the company has effectively reduced the amount of time consumer enquiries are being responded to in and satisfaction has been improved.
Mike Webb, passenger services manager at the firm, emphasised the importance of effective customer service training in this area as email was becoming the communication channel of choice for users.
He states: "We were taking too long to respond to emails and answers were inconsistent across our team. Customer frustration was high and this often led them to send another email, which only exacerbated the situation."
In addition, P&O introduced new software to try and remove bottlenecks in the existing system, the news provider reported.
Earlier this year, Customer-Strategy.co.uk revealed that the company has announced it will be investing in customer service training to improve the quality of the consumer care it provides.
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