News: Customer Service/Care

Poor customer service training 'could cause shoppers to change store'

24 August 2009

Businesses which fail to provide a high level of consumer care risk losing their shoppers and alienating the market, an author asserts, highlighting the value of good customer service training.

Mark Bradley, writer of Inconvenience Stores, tells the Yorkshire Evening Post that many businesses are still ignoring this area despite the extra pressures put on them by the economic downturn.

He says that people identify providing a high level of information, the human touch and good problem resolution as the key areas of consumer care, highlighting the value of customer service training.

"The experience of being a customer in mid-recession Britain is as mind-numbingly awful as it was six years ago," he asserts.

Mr Bradley says this highlights businesses' inability to recognise the effect this has on their bottom line.

Last month, nGenera CIM conducted research which found 38 per cent of UK shoppers would stop using a firm if they experienced poor consumer care from it, highlighting the value of customer service training.

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