FE Column

Customer Service Matters

We hear it every day - customer service matters to business; without it, customers will walk away. Research bears this out; companies that score highly for good customer service are more successful than similar companies in the same field. How many Perthshire companies have a customer service strategy for their business? If they have one - is it written down and do they review it regularly? If they don't, do they know what one would look like for their business?

Good customer service comes from the top - senior management need to know what kind of service they expect their business to provide. They need to be able to describe the service, live it and regularly measure it to see that it is happening in their organisation. Whether there are 5 people or 500 people in the business, each individual should know what the customer service standards are for their organisation. They should feel happy delivering them and know that they are empowered to act - if it's a reasonable request for a customer.

The Futureskills 2004 Employer's Survey described that where potential and current employees are more likely to have weaknesses is in their 'softer skills' such as team working, communication, customer handling and problem solving. If your employees know what is expected of them in terms of customer service there is a far greater chance of them delivering it. If you have employees who are consistently delivering a good service why not let them work towards a workbased qualification?

The Business Development Centre at Perth College can help you with your Customer Service strategy. The Vocational Qualifications for Customer Service and Contact Centre Operations have had new standards produced with businesses in mind. Employees at all levels can be rewarded for showing competency in their specific role - whether nurse, bus driver, receptionist, retail or clerical assistant. If providing a service for customers is a key part of the job, then these qualifications are designed to fit.

If you would like to know more about how we could help you with your customer service strategy or Vocational Qualifications for your people, contact us at: