News: Customer Service/Care
Customer service training 'could justify firms charging more'
19 May 2009
Businesses which intend to charge more than the minimum price for a product must ensure they are adding value, which could be achieved through customer service training.
Richard Dodds, head of media campaigns at the British Retail Consortium, emphasises the importance of firms explaining what these additional provisions are if consumers are going to accept them.
He states that many buyers are prioritising the price of products but could be persuaded that the additional benefits are worth it, highlighting the importance of customer service training.
"Where customers are being asked to pay anything more than the lowest possible price for an item then those customers need to be convinced that they are getting something extra," he asserts.
A recent report from OC&C has highlighted the need for businesses to respond to changes in consumer behaviour if this is to be capitalised on.
It states that different attributes have shifted and emphasises the importance of firms identifying disruptive business models that could shift perceptions of value for money.
