The top-performing companies in the field of customer service are to continue improving, one industry authority has predicted.
Robert Crawford, director of the Institute of Customer Service (ICS), was speaking ahead of the online consumer satisfaction survey carried out biannually by the ICS, reports Call Centre Focus.
Encompassing 12 industries, some 12,000 people are set to complete the poll, the results of which are to be published in July.
"I'm predicting that the best will get better and the worst will cling to bad habits: keeping customers dangling on the line or in the dark, being too quick to dismiss consumers with gripes and paying lip service to service," Mr Crawford told the news provider.
Some 55 per cent of respondents to Charter UK's recent poll of organisations asserted that service standards had improved in the past five years.
Of this number, 65 per cent cited telecoms advances as a key reason for this development.
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