News: Customer Service/Care
Feedback 'should be included in customer service training'
11 June 2009
Companies wanting to boost their customer service should seek feedback from clients, as new research finds this boosts satisfaction.
Management consultancy company Empathetica and the Aberdeen Group state that if firms invest in customer service training and improve in the area they are 45 per cent more likely to retain clients.
The top performing companies were then surveyed, with a large majority saying they had a process for feedback from customers and two-thirds had a process for implementing the feedback.
Gary Edwards, executive vice president at Empathetica, said: "The harsh reality of a global economic recession has put companies under more pressure than ever to improve customer satisfaction and retention."
He added that by putting in place the right technology, business processes and organisational resources, which may include customer service training, companies can achieve client satisfaction.
This view was reinforced by Jennifer Taylor, writing for the Examiner, who recently said that customer service is the cheapest marketing tool available.
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.
