News: Customer Service/Care
Investing in customer service training 'will lead to growth later'
19 May 2009
History shows that online companies that invest in customer service training will see strong growth during times when the economy is performing well, an expert asserts.
Anneli Olsen, research consultant at fhios, tells MyCustomer.com that consumer care plays an extremely important part in the e-commerce transaction.
She states: "Customers are no longer loyal to a store or a brand as such, but instead look to the customer service they provide and the incentive programmes they offer."
Highlighting the highly competitive nature of e-commerce, she warns that dissatisfied users are able to visit a rival's store at the click of a mouse button, the news provider reports.
Ms Olsen claims that the solution to this problem lies in exceeding expectations in order to make sure that the next time the buyer is online their first call of port is the company's website.
The IMRG and eDigitalResearch's e-CSI survey has found that satisfaction with online shopping services has fallen, highlighting the need for customer service training.
