Charter UK, a provider of enterprise complaint and feedback management software, today releases new research showing that customer service standards have improved over the last five years. The research project, which polled 200 employees across all sectors, found that 55 per cent believed that customer services standards had improved. Furthermore, 65 per cent of this sample believed that the improvement was down to the application of technology.
Paul Clark, Charter UK’s chief executive, comments, “The efficient handling of customer complaints is currently very high on the corporate agenda. There have been many high profile cases of poor management of customer complaints recently within the utility sector, public sector and across financial services. However, it is refreshing to hear that the general consensus is that customer service standards have increased and this is an opinion that I subscribe to. Nevertheless, there needs to be a greater emphasis placed on handling complaints and companies need to wake up to the benefits that this type of information can provide their business.”
Additional information obtained from the survey highlighted the fact that 41 per cent of respondents thought that understanding customers is the single biggest challenge for the UK customer service industry and 41 per cent also thought that understanding the customer is the key to great customer service.
Clark continues, “The old adage of the ‘customer is always right’ is still true today. By taking a proactive approach to customer complaints and targeting the pain points of customers, companies can attain a real understanding of their business and take the necessary measures to ensure customer retention and indeed gain a competitive advantage over their competitors. In my opinion there is no more important a viewpoint than that of a customer with a complaint.”
Source: http://www.callcentre.co.uk/
Paul Clark, Charter UK’s chief executive, comments, “The efficient handling of customer complaints is currently very high on the corporate agenda. There have been many high profile cases of poor management of customer complaints recently within the utility sector, public sector and across financial services. However, it is refreshing to hear that the general consensus is that customer service standards have increased and this is an opinion that I subscribe to. Nevertheless, there needs to be a greater emphasis placed on handling complaints and companies need to wake up to the benefits that this type of information can provide their business.”
Additional information obtained from the survey highlighted the fact that 41 per cent of respondents thought that understanding customers is the single biggest challenge for the UK customer service industry and 41 per cent also thought that understanding the customer is the key to great customer service.
Clark continues, “The old adage of the ‘customer is always right’ is still true today. By taking a proactive approach to customer complaints and targeting the pain points of customers, companies can attain a real understanding of their business and take the necessary measures to ensure customer retention and indeed gain a competitive advantage over their competitors. In my opinion there is no more important a viewpoint than that of a customer with a complaint.”
Source: http://www.callcentre.co.uk/
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