News: Customer Service/Care
Firms 'failing to provide good customer service'
03 December 2008
Many firms fail to place a high enough priority on good customer service, it is claimed.
The Daily Mail has launched its new Wooden Spoon Awards, which recognise and condemn bad customer service, particularly among companies which have failed to improve their call centre customer care.
Its move comes shortly after research conducted by DHL Express revealed Britons spend a total of 5.8 billion hours each year dealing with customer care workers.
The survey discovered 27 per cent of people say their customer service experience will directly affect their decision to purchase.
Daily Mail reporter Tony Hazell says with so many companies competing for the same clients he is amazed businesses do not focus more on customer service training and improving customer care.
"At far too many firms, customer service now seems to be an afterthought. Dealing with simple problems can be exasperating; fixing a complex issue can leave us infuriated," he asserts.
