News: Customer Service/Care
Customer service training boosts staff morale
05 May 2009
Customer service training has helped one firm to improve their client relations and boost staff morale.
Wendy Ferguson, client services director at Scottish Windows, told the Guardian recent training in the area has lifted customer satisfaction levels to nearly 60 per cent.
She added that the training has also benefitted staff, with employee satisfaction results rising by 29 per cent and that more teams are now completing their work in 24 hours.
Her views are echoed by Rachel Denmeade, head of learning and development at Virgin Mobile, who told the newspaper recent customer service training has boosted team relations.
She said the number of team and operations managers who rated their relationship with the team as "fab" was 60 per cent before the experience and 80 per cent following it.
It comes after advice from Dr Laura Brooks, vice president of research and consulting at Satmetrix, who told Sales and Marketing that strong customer service requires people to acknowledge feedback from their clients.
