Improve Customer Service to Beat the Recession

Improve Customer Service to Beat the Recession

Companies that improve customer service will have a better chance of combating the credit crunch.Jo Causon, chief executive at the Institute of Customer Service (ICS), said businesses which took the time to focus on the needs of their customers during the current economic climate will benefit the most when the recession is over.Such firms will be better placed to experience growth because when the British economy recovers from the global recession their loyal customers will have more disposable income to spend on their products and services.Ms Causon said that improving a customer's experience is now seen as an important way of driving business growth and not just a supplemental service to provide consumers with.Consumers who enjoy a good customer service experience are likely to share their positivity with friends, family and colleagues which will enhance a business' reputation and may result in increased profits.Ms Causon said: "Where historically customer service has been seen as a 'bolt on', many businesses now realise it is germane to the core of their business."Those organisations that differentiate on customer service will not only outlive the recession, they will grow and prosper."Firms which apply systems thinking business theory to their organisation are likely to improve their levels of customer service as they will be viewing their business processes from the consumer's perspective.Systems thinking theory is also a way of helping people view their organisations from a broader perspective as they can focus on their whole organisation as a system rather than paying attention just to its various departments.Performance improvement consulting professionals can help companies implement systems thinking through a variety of programs including training, workshops and interventions.UK retailers appear to be providing their customers with a good experience recently as satisfaction levels are at their highest point in the last two years, according to research group CFI.The UK National Customer Satisfaction Index has increased by 0.8 per cent to 74.7 on the 100-point index scale but still lags behind the American Index, which stands at 75.3.American companies are often quicker to take advantage of social network sites and enter into dialogue with their customers in order to deal with complaints and queries as soon as possible.Immediately responding to complaints will make a customer feel like their needs are being addressed, which will enhance their experience and encourage them to stay loyal to a business.

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