News: Customer Service/Care
Customer service training: Update communication and problem-solving skills, employers told
02 September 2008
Widespread training in communication and problem-solving skills would see London "outshine Beijing" in the customer service arena come 2012, it has been claimed.
David Parsons, from independent professional body the Institute of Customer Service (ICS), said the capital may not be able to match China in the spectacle stakes - but it can compete on warmth of welcome by stepping up training.
"By 2012 it is projected there will be over 500,000 customer service jobs alone across the UK and of course many other jobs require good customer service skills," remarked the organisation's chief executive.
He continued: "Training and development in key skills such as communication, empathy and problem-solving is seriously lacking and out-of-date."
Furthermore, according to the ICS, employers need to move away from "inflexible, one-fits-all" training courses by focusing on individual abilities and potential.
It was revealed last week that holiday firms Thompsons and First Choice have enrolled their staff on a client relations course to improve "overall customer service skills".
The call from ICS for more companies to follow suit comes on the heels of research by the body indicating customer service skills are in short supply across all sectors in the UK. 
