News: Customer Service/Care
Customer service training 'complements contact centre process'
20 April 2009
Process is important but customer service training can lead to a better delivery of consumer care functions, a study suggests.
Research conducted by the Service Desk Institute and Hornbill Systems shows that information technology infrastructure libraries are useful but can lead to a stifling of effective client support.
It suggests that training plays an essential role in the delivery of a strong service and leads to the best interaction between contact centres and users.
"Without the personal touch delivered by happy, well-trained customer service personnel, process fails because it alone cannot deliver customer satisfaction," the report states.
The findings were presented at the Service Desk and IT Support Show at Earl's Court in London after quizzing 266 business figures from all industry sectors in the UK.
Last month, uSwitch.com reported that almost half of broadband users are unhappy with the customer service supplied by their providers.
Its 2009 Broadband Customer Satisfaction Report found O2 is the best company, coming top in nine of the 11 categories.
