News: Customer Service/Care
Customer service training 'can correct poor knowledge'
22 May 2009
A new survey has found that poor knowledge of consumer needs is a major problem for contact centre staff, highlighting the value of customer service training.
Hornbill Systems' study reports that this is a challenge that can stop people being able to run a successful service desk.
The elements the research found that lowered consumer care levels also included having to manage complex change and an increased pressure to handle a larger number of buyers, highlighting the importance of customer service training that could address these issues.
Gerry Sweeney, chief executive officer of Hornbill Systems, claims that putting consumers at the heart of a business is one way to drive excellence.
He states: "Getting closer to customers' needs and wants is pivotal to creating an enhanced customer experience."
Recent research by SAP and the British Retail Consortium found that more than half of firms believe customer service training helps performance.
It revealed that companies are allocating resources to consumer care by automating other elements of their business.
GA Training provides customer service training as one day public courses or tailored in-house course solutions totally relevant to your individual circumstances. Whether you are in the public or private sectors we will find the right course solution for you. We work regularly with all organisations from blue-chip private sector to local authorities.
