College-News

Invest in customer service

Invest in customer service

Boost your Revenue by Investing in Customer Service

Investing in customer service can help make a business flourish, and is one of the key factors in business success.

Research from a study conducted by the Institute of Customer Service* reveals that UK businesses may be missing an opportunity to maximise revenues, as one in four consumers are willing to pay more for their goods and services – on average 5% more – for better service.

The study measured engagement levels of customer-facing staff by asking consumers to rate service personnel on a range of factors, including the level of passion, sense of pride and enthusiasm they display, to their product or service knowledge and helpfulness.

Investing in customer service apprentices, in conjunction with Kensington and Chelsea College, can help secure a customer-focused workforce that sets your business apart from the competition, and encourages consumers to keep returning to you. The college has been successfully working with employers across the capital to secure them apprentices with customer service skills tailored to their business.

For an employer there are significant training and financial benefits to be gained from taking on an apprentice. Apprentices can be more cost effective to a business, and tend to be eager, motivated, flexible and loyal to the company that invested in them, which helps reduce staff turnover and recruitment costs. Apprentices are also trained on the job to develop specialist skills tailored towards specific business needs, giving organisations a greater competitive edge.

Jo Causon, Chief Executive of the Institute of Customer Service, comments: ‘In this difficult economic environment, service is the critical differentiator for businesses. To make the most of this, companies need to train and motive staff to go the extra mile, while tailoring their service based on a firm understanding of what customers actually want.’

* Research from a study of 2,000 consumers conducted by the Institute of Customer Service in 2012. The Institute of Customer Service is the professional body for customer service. For more information visit: www.instituteofcustomerservice.com