News: Customer Service/Care
Microsoft rival launches 'extensive' customer care training
13 August 2008
A FTSE 100 software giant has revealed plans to implement "extensive" customer service training as a means of boosting its presence in the international marketplace.
Newcastle-based firm Sage carried out a country-wide audit of its customers in preparation for the training drive.
Its chief executive, Paul Stobart, explained that the audit - completed via "in-depth interviews" - was intended to ascertain customers' perceptions of the company.
Mr Stobart, who was previously the chairman of branding and marketing company Interbrand, acknowledged that the economic downturn presents difficulties for businesses and clients alike.
"Our original passion for our customers is something that we have never lost," he remarked to The Journal.
Mr Stobart continued: "Our rivals such as Microsoft have the technology but they do not provide the customer support.
"We harness the power of technology to deliver results for our customers but then we support them throughout the whole process."
The software provider also ensures that new recruits to customer-facing roles within the organisation undergo at least 14 weeks of customer care training before they take up their positions.
