News: Customer Service/Care
Customer service training 'must be given across the firm'
24 June 2009
Customer service training must be company-wide if it is to be effective as helpful front-line staff can promise things back-end staff are not willing to provide, a commentator asserts.
Bitsmith, writing for ZDNet.co.uk, recounts the story of a firm that had difficulty with a newly purchased lite version of its existing software.
The IT consultant complained about the length of time it required to have the issue escalated to the level of someone that could deal with it.
"Make sure your back office operations match your front office aspirations. There's nothing in your product quite as valuable as the trust a customer places in your reputation," the writer advises.
In the end, the poor customer service training of the company resulted in it having to give a client a top-drawer product for the price of a cheaper version, the consultant warns.
Earlier this month, the Lancashire Evening Post reported that rail firms in its area will face a series of fines and penalties if they are found to have uninformative staff or poor cleanliness.
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