News: Customer Service/Care
Customer service training assessment 'should focus on behaviours'
04 June 2009
Those looking to assess the success of customer service training should target user satisfaction surveys on specific behaviours in order to reduce the effect of bias on the results, a new survey suggest.
A study published in the Academy of Management Journal suggests that people's assessment of the level of consumer care they have received is consistently prejudiced in favour of white men, so this should be taken into account.
Where a variety of actors of different ethnicities and genders were filmed pretending to be storekeepers, nearly one in five people reported being more happy with the white male's consumer care, as well as the cleanliness and appearance of the identical shop.
David Hekman, who worked on the study, states: "Make sure customers are identifiable and therefore at least somewhat accountable when they provide ratings. People may do all sorts of bad things when they are anonymous."
In other news, Alliance and Leicester has been shortlisted at a national contest for its high levels of customer service.
GA Training provides a wide variety of customer service training courses to both the public and private sectors which help you identify and then exceed the needs and expectations of your customers, providing exceptional service consistently each and every time.
