News: Customer Service/Care
Customer service training 'needed in top firms'
26 May 2009
Customer service for the UK's top 36 companies has reduced in the past year, according to a new survey.
The third yearly CompariSat research, carried out by market research agency FDS, asked 1,500 consumers what they think of the service they received, with the results showing there may be a need for customer service training.
More people say they are complaining about the way they are treated by businesses, with complaints to major organisations rising by ten per cent since 2005.
Energy companies were highlighted as one sector which needed customer service training, with nearly half of the survey's respondents feeling they offer poor value for money and no increase in value or service.
Currys and Dixons were also highlighted as giving poor service and having the least satisfied consumers in the survey, leading to a potential need for customer service training.
However, Marks & Spencer and Sainsbury's were praised as having improved in the past year, following investment in customer service training.
Janet Weitz, chairman of FDS, said: "The top ten chart shows that companies which go back to basics and deliver good product, value for money with great customer service are being rewarded with increased loyalty, trust and high customer satisfaction."
Recent research from the SAP and the British Retail Consortium found more than half of firms think improved customer service helps to boost sales.
Customer service training with GA is designed to help individuals and organisations provide consistent levels of service at each and every point of contact. We work with you to identify your customers' needs and their expectations and then we help you to build rapport and provide an unrivalled customer experience.
