News: Customer Service/Care
Customer service training 'can increase consumer retention'
20 November 2008
Customer care centres can improve company performance by effectively dealing with complaints, a recent study has shown.
According to research carried out by Charter UK at the Call Centre Expo 08, those which train staff to deal with negative comments can enjoy greater repeat business than those which do not.
The survey found 78 per cent of firms believed implementing a system to manage complaints can lead to user retention.
Paul Clarke, Charter UK chief executive, suggested more emphasis is being put on training customer care workers to handle disgruntled callers.
He added: "… it's pleasing to see that more businesses are now taking notice of the importance of complaints in order to retain customers."
The research also stated 52 per cent of participants ask employees to monitor feedback in order to improve customer service strategies.
Earlier this week, business secretary Peter Mandelson commented automotive firms should invest more in staff training in order to protect themselves from the current economic downturn.
