News: Customer Service/Care
Customer service training need 'highlighted by fall in satisfaction'
15 May 2009
Customer service training could be needed as a new survey has revealed that expectations are currently outstripping performance when it comes to consumer care.
IMRG and eDigitalResearch's e-CSI survey has found less customer satisfaction with online shopping services than six months ago.
James Roper, spokesman for IMRG, states: "Despite significant improvement in online retail customer service in general, consumer satisfaction with it is falling."
He suggests that the results show an opportunity for businesses to make the most of this new medium, which could include customer service training.
Overall, the scale has found that customer satisfaction has fallen from 79.6 per cent to 78.3 per cent, a drop of 1.3 per cent.
Retail Week recently reported that Marvin Traub, president and chief executive officer of Bloomingdale, has asserted that customer service training is vital for retailers.
He told the World Retail Congress that he was concerned by company's poor performance in this area and claimed that consumer care would play an increasingly important role in the sector's development.
