An interesting article on Training Zone explains how recent research by eService provider Transversal shows that email is the UK's worst channel of Customer Service.
Evaluating 100 top companies, the research showed that only 46% of emailed questions were answered adequately. Apparently, more satisfactory responses were received through automated online services and customer care centres.
Analysis shows that 63% of answers push customers to call a contact centre, and 47% pushed customers back to the website, generally on an information page without the answer to their enquiry.
If your company is having problems with customer service and you think your employees may need some training in this area, why not have a look at t2 business solutions training courses, everything from Modern Apprenticeships and Open Courses, to bespoke training created especially for your company needs.










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