News: Customer Service/Care
Customer service training 'key to improving performance'
21 August 2009
One of the crucial steps for businesses to take to improve their performance is customer service training, a source asserts.
Claire Hibbert, writing for Real Business, claims that consumer expectations have been rising due to the effect of the free market.
She says that businesses need to respond to the rising importance this is being given, which could involve them instigating customer service training.
It is important that these initiatives are on-going and she suggests mystery shopper exercises and feedback sessions should be implemented.
Ms Hibbert states: "Customer satisfaction surveys, face-to-face feedback, opinion polls, mystery shoppers, loyalty schemes (recommend a friend, discounts, loyalty cards etc) and market research on competitors will provide invaluable insight in ways to improve."
Chris Randall, managing director of Mayo Wynne Baxter, recently told the Hastings Observer that companies must not cut their spending on consumer care despite budgetary pressures, highlighting the value of customer service training.
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