One of the things that really winds me up is poor customer service. And according to news from the Institute of Customer Service (ICS) it looks as though I’m in for plenty more of the same.
The Institute says that a third of organizations have slashed customer service training this year – but warns that with Christmas looming it could spell trouble at the tills. I could not agree more!
How many times have you stood queuing at a pay point in a department store – when you can find one that is actually in operation – and observed the staff chatting with each other whilst serving customers? Clearly last night’s date is far more important than parting the customer from their cash smoothly and politely.
The Institute says that the ‘slash and burn’ approach to cost cutting could damage relationships with customers at a time when competition is fierce and high satisfaction levels are vital to survival. The Institute found 30 per cent of organizations surveyed have cut investment in customer service training in 2009.
That is despite ICS research indicating that those companies with a reputation for service excellence and committed frontline staff have a 24 per cent higher net profit margin than same-sector rivals who do not enjoy similar standing, and can achieve 71 per cent more profit per employee.
I rest my case.
www.instituteofcustomerservice.com
Visit the Fuse Learning website: http://www.fuselearning.co.uk/
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