The issue of customer focus has come to my attention again this week.
In the news there was an article reporting that a McDonalds store has discovered the benefits of employing people over 60. The main benefits were that they were able to communicate well with customers and provide a good service.
B&Q has 8% of its workforce over the age of 65 with one apprentice being 70. Again improved customer service is one of the reasons for this.
Retail Week noted that in the retail sector older staff are an invaluable part of the workforce. Having older workers on the team can also help boost customer service. Many retailers have customers of all ages so having an equally diverse workforce can only be
a good thing.
This brings me on to National Customer Service Week.
What is National Customer Service Week? It is designed to raise awareness of customer service and the vital role it plays
within an organisation.
It is also an opportunity to say a big thank you to those who work in customer service for a job well done.
The week runs from the 5th to 11th of October.
http://www.nationalcustomerserviceweek.com/Content.aspx?ID=2 will give you more details of the week.
What do your customers think of your service?
Which members of your staff would your customers nominate for an award?
How would you find out?
Do you think a customer service week is a good idea?
Who would you nominate in your workplace?
Who would you nominate in the places where you purchase / shop?
Who would you nominate in your business network?
Let us know what do you think?
Showing posts with label customer satisfaction survey. Show all posts
Showing posts with label customer satisfaction survey. Show all posts
Monday, 17 August 2009
Thursday, 23 July 2009
Customer Service
Two articles have been brought to my attention this week.
The first one, in Retail Week said that
"The recession has changed consumers’ shopping habits so much that three quarters of shoppers would leave a store without buying if they received poor levels of customer service."
and that
"Nearly half of shoppers said their expectations have risen as a result of the recession."
The second article in the Institute of Customer Service news said that:
"Employers are investing in training despite the recession, and that 8 our of 10 employers have maintained or increased their training in the last 6 months."
and that
"Organisations are working harder to satisfy customers. The recession seems to be having a positive effect on customer service. Organisations are paying more attention to customers' needs and trying harder to retain business by improving the quality of their service and the way they provide it."
So why, you may be thinking, is a research company rather than a training company bringing this to your attention? I am sure that the training companies that read this will put a link in their replies that they post so that you can find the best course for you and your staff.
Let us go back one step.
What do your customers want from you?
Where do your customers feel that you need to improve?
This is where research comes in. Customer surveys can help you to find out the answers to these and other questions specifically relevant to you and your customers.
Based on the findings, you may be able to take immediate action or you may identify some staff training needs. You can then plan your training based on fact not supposition, so you can get the highest return from your training budget/ investment.
As one of our clients said:
"Ignorance is not bliss, it can cost you money.
Research Plus+
info@research-plus.co.uk
01603 408289
The first one, in Retail Week said that
"The recession has changed consumers’ shopping habits so much that three quarters of shoppers would leave a store without buying if they received poor levels of customer service."
and that
"Nearly half of shoppers said their expectations have risen as a result of the recession."
The second article in the Institute of Customer Service news said that:
"Employers are investing in training despite the recession, and that 8 our of 10 employers have maintained or increased their training in the last 6 months."
and that
"Organisations are working harder to satisfy customers. The recession seems to be having a positive effect on customer service. Organisations are paying more attention to customers' needs and trying harder to retain business by improving the quality of their service and the way they provide it."
So why, you may be thinking, is a research company rather than a training company bringing this to your attention? I am sure that the training companies that read this will put a link in their replies that they post so that you can find the best course for you and your staff.
Let us go back one step.
What do your customers want from you?
Where do your customers feel that you need to improve?
This is where research comes in. Customer surveys can help you to find out the answers to these and other questions specifically relevant to you and your customers.
Based on the findings, you may be able to take immediate action or you may identify some staff training needs. You can then plan your training based on fact not supposition, so you can get the highest return from your training budget/ investment.
As one of our clients said:
"Ignorance is not bliss, it can cost you money.
Research Plus+
info@research-plus.co.uk
01603 408289
Thursday, 18 June 2009
Customer satisfaction
How satisfied are your customers?
When did you last ask them?
Yes we all say we are going to do it - when we get round to it, or we are a small business and we know what they think but do you. Think about what you do best and ask your customers.
If you would like to bounce some ideas around of what you can ask, then do get in touch -
its free :-)
When did you last ask them?
Yes we all say we are going to do it - when we get round to it, or we are a small business and we know what they think but do you. Think about what you do best and ask your customers.
If you would like to bounce some ideas around of what you can ask, then do get in touch -
its free :-)
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