ICT: Retailers must emphasise customer service training
Customer service training is essential
UK retailers have been reminded of the importance of training where customer service is concerned, a practice that helps organisations be consistent in this area.
This is according to Jo Causon, the chief executive of the Institute of Customer Service (ICT), who explained that in-house coaching can also serve to empower employees with regards to meeting buyers' needs.
As such, they will be afforded "the freedom and the confidence to use their own initiative, rather than falling back on some, often tortuous, process which is more about protecting the organisation than the customer," she went on to say.
Companies could benefit from the government's new £50 million a year fund, launched yesterday (March 7th) by minister for skills John Hayes and business secretary Vince Cable.
It is hoped the grants will help businesses develop the skills required to drive growth, while delivering new training to boost productivity and innovation in the workplace.
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