Entries Tagged as ' Customer Service Insights '

Those of you already in customer service jobs may recall the recent survey by Genesys that showed that poor customer service could be costing UK business billions. Genesys found that 73 percent of consumers said they would end a relationship with a company for this reason, at an average cost of £248 per customer. Now another survey, this time by Convergys, suggests that this cost could become even higher due to the increasing popularity of social media.

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If you’re looking for customer service jobs one way to prepare for interview might be to look at YouTube. There you’ll find video’s covering just about every aspect of the industry, from every point of view – some good, some bad, and some very funny. A lot are incredibly obvious and annoying, especially the American training videos, which may make you really glad that you’re applying for customer service jobs in the UK.

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Better investment in customer service job roles could prevent UK businesses losing  billions. According to a recent survey, 73 per cent of UK consumers cited poor customer service as the reason they have ended a relationship with a company. The average value of each lost relationship is £248, which adds up to UK business losing an astonishing £15.3 billion a year.

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Moneypenny, the outsourced reception specialist, has released new research through mystery shopping, ranking the FTSE 100 in terms of the first impression they give callers. The results were quite frightening with just one in four of the UK’s top companies having an ‘excellent’ reception service.

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I recently read an interesting blog post over on the Management Blog about which job roles will recover the fastest out of a recession and thought that commenting on this would make a nice follow up to my recent blog post on “Customer Service Job Roles Hit Badly by 'Credit Crunch”.

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