News: Customer Service/Care
John Lewis 'among the top customer service providers'
16 January 2009
A recent poll has ranked John Lewis, the Ambulance Service and Lloyds Pharmacy as offering the best customer service.
Figures from the Institute of Customer Service (ICS) finds local government, utilities and the telecommunications industry were among some of the worst-performing companies in this area.
Robert Crawford, the organisation's executive director, claims one of the key elements which can help set good firms apart is offering their staff coaching in consumer care.
He states: "One of the best ways to put customers first is to have a direct relationship with them, so training staff not to be robot-like and to solve problems brought to them by customers can make a real difference."
Mr Crawford draws attention to the public's improving perceptions of companies' customer service and says this is a sign businesses are becoming more aware of their consumer care provision.
He says it is one of the main differentiators between firms and a key way to get ahead of competitors.
Earlier this month, BT was voted the worst customer service provider in the UK and came top in the Money Mail Wooden Spoon Award 2008.
