News: Customer Service/Care
Customer service training: The consumer must remain all firms' focus
18 May 2009
Businesses looking for global recognition should ensure they keep the consumer as the focus of everything they do, an expert asserts, highlighting customer service training.
Simon Peatfield, director of marketing at Warwick Business School, which was recently recognised in the Superbrand Index, tells the Birmingham Post this emphasis is essential.
He says that when companies believe they understand the market better than the people they are selling to they can be prone to making mistakes.
"Keep your customer at the centre of everything you do. It is very easy, particularly when you’re successful, to think you know the market but you need to keep talking to your customers," he asserts.
According to the news provider, other brands such as Virgin become so recognisable due to their high level of consumer care, which emphasises the value of customer service training.
The IMRG and eDigitalResearch's e-CSI survey has found that people's expectations of the service they will receive from e-commerce sites is outstripping performance.
