News: Customer Service/Care
Customer service training 'essential soft skill'
26 June 2009
A lot of new applicants for jobs do not have the necessary consumer care skills to perform their functions, an expert asserts, highlighting the value of customer service training.
Dr John McGurk, advisor for learning and talent development at the Chartered Institute of Personnel and Development (CIPD), says that a lack of ability in this area can be a major problem for businesses.
He states that so-called soft skills such as conflict management, consumer care and an understanding of finances are essential.
"A lot of problems [for] employers [are] that those young people don't have the skills to communicate with customers and to work with their colleagues and that's one of the major problems in British industry," he asserts.
Dr McGurk highlights the crucial role that customer service training can play, as many of the abilities that people use on a day-to-day basis are drawn from this.
In contrast, Matthew Callaghan, who has worked at Marks & Spencer for 25 years, has had his high level of consumer care recognised by the firm, highlighting the value for customer service training.
From difficult and demanding customers through to more routine interactions GA Training’s customer service training will ensure that whoever you are dealing with and in whatever situation a consistent and exceptional level of service are always the norm.
