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Aren’t you being served? Dissatisfied consumers demand better
service
TRADITIONALLY
mild-mannered British consumers are voting with their feet. Research
by the Institute of Customer Service (ICS) shows overall consumer
satisfaction in the UK running at only 66%, with customers’ main
gripes being frustration at the way complaints are handled, feeling
undervalued and being under-informed. With overall customer
loyalty running at just 64% and 91% of unhappy customers saying they
won’t willingly do business with the company again, the research
adds more weight to the critical importance of customer service to
business success. Coinciding with National Customer Service
Week (1-7 October), learndirect Business has launched a new training
course to provide businesses with practical help in achieving
quality customer service.
Kirstie Donnelly, Director of Products at online training provider
learndirect Business, comments:- “It is no secret that
customer service can make or break a business and the ICS research
shows there is plenty of room for improvement. Coupled with the fact
that the sales and customer service sectors are experiencing
significant skills gaps, the research demonstrates that customer
service needs to be a top priority in business. The new online
courses from learndirect Business are scenario-based, using real
life examples and practical tasks that employees can apply in the
workplace to achieve immediate improvements in customer service.
They provide the underpinning knowledge required to complete the
Customer Service NVQ, which is a real stamp of approval for a
business, demonstrating that employees have achieved the
sought-after national standard.”
Paul Cooper, Communications Director at ICS comments:- “The
overall picture from the UKCSI is that while some businesses do
achieve good results, customers’ needs are generally not being met.
The research also proves the direct link between loyalty and
customer satisfaction. That is why ICS is launching a customer
service accreditation, ICS ServiceMark, which includes a strong
people development element.”
5 top customer service tips from learndirect Business:-
1. Be honest - The number 1 rule is not to make promises to
customers unless you know you can deliver upon them.
2. Don't pass customers from pillar to post - When there is
problem, deal with it first time and ensure that it is dealt with
speedily and with the least amount of hassle to the customer.
3. Understand your customers better - The primary objective
of customer service is to resolve problems, answer enquiries and
generally to make the customer's experience of buying from you as
easy, clear and smooth as possible.
4. Know everything there is to know - Dealing with customer
enquiries requires knowledge of the business, the products and
services, the prices, the terms and conditions, the guarantee terms,
promotions and so on.
5. Don't be elusive – Find out what ways customers would like
to get in touch with you and make it easy for them to contact the
company.
learndirect Business offers a suite of Customer Service courses,
from short eCourses to NVQs, designed to help companies train their
staff to respond to customers' needs and present them with a better
impression of the company. The work-related Customer Service
NVQ is ideal for companies working in customer-facing roles,
speaking to customers on behalf of the business. Staff will learn
the concepts of good customer service and how to apply these to
enhance a customer’s experience.
If you're looking for a more immediate solution to your customer
service training needs, the short online course, Steps to Success:
Professional Customer Service will show employees how to communicate
effectively, build a loyal customer base and deal efficiently with
customer problems. Available to buy online, your staff can be up and
running in minutes.
To find out more about how learndirect
Business can benefit your company, call the helpline on 08000 150
750 or visit
www.learndirect-business.co.uk.
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New
study reveals women have a poorer quality of life after a stroke
than men
THE study,
funded by The Stroke Association, is to be published in the journal
‘Stroke’ and explores whether differences in gender can
affect a person’s quality of life following a stroke. The study was
undertaken by Professor Philip Bath and colleagues at the University
of Nottingham.
Dr Isabel Lee is from The Stroke Association:- “We already
know that women tend to have an increased level of disability
following a stroke than men and this often means that they are more
dependent on others. Yet the quality of someone’s life following a
stroke is influenced by many factors and disability is just one of
these.”
The study looked at 1268 patients and quality of life was measured 6
months after stroke. Quality of life was measured across 8 different
areas which were: physical functioning, physical role, bodily pain,
general health, vitality, social functioning, emotional role and
mental health. Each of these domains were compared by sex.
The study showed that women consistently reported lower quality of
life than men and this was particularly noticeable in physical
functioning and mental health.
Dr Lee continues:- “The reason for this outcome could be that
women and men cope and adapt in different ways. In some illnesses
there is a clear distinction between the impact on the sexes, but
this is an area that has not been fully explored with stroke."
Professor Philip Bath led the research. “Another possible
explanation could be down to the individual’s place of residence six
months after their stroke. More women reside in nursing homes than
men and quality of life is likely to be less well rated in an
institution than at home.” He concludes: “It is
important to recognise that stroke affects all aspects of a
patient’s life and further research needs to be done to find out why
women seem to have a lower quality of life after a stroke than men.
We need to look at ways of improving quality of life for all stroke
survivors and so it is important that clinical trials for new
treatments of stroke assess for this as well as disability.”
Halloween Family Fun at the Albert Dock with Shiverpool’s new
tourist attraction....
THE Bogey Men
are coming to the Albert Dock this Halloween and with them comes a
feast of family fun to celebrate the opening of Shiverpool’s new
tour of the Albert Dock, ‘Shiver Me Timbers’. The tour which
officially starts on Wednesday 31 October promises to bring lots of
spooky fun for all to enjoy.
Halloween……When the dead rise and life at Shiverpool really begins…
Shiverpool is bringing to you Shiver Me Timbers! A superb new tour
helping you discover the history and mystery that lies beneath the
famous murky Mersey waters. What secrets would these old bricks
reveal (all 23 million of them) if they could speak? Listen closely
and the live re-enactments of the Albert Dock's spectacular stories
will reveal all!
To celebrate the opening from 4pm till 8pm, the Dock will be filled
with screams of family entertainment in Anchor Courtyard. From ‘Duck
Apple Bobbing’ to the Dock’s own Fortune Teller, even the Harry
Potter Sorting Hat will be separating the Slytherin from the
Gryffindor amongst you. Be careful not to bump into the Bogey Men
and stilt-walkers as they will be casting wart spells on all who are
bold enough to get in their way. Fabulous prizes are on offer
from the Albert Dock’s tenants who are all getting involved in the
fun. Prizes are up for grabs from The Spice Lounge, The Panamerican
Club & Ha! Ha! Bar and Canteen, The Beatles Story, the Yellow
Duckmarine with more goodies to be won from Vinea Wine Bar & Deli,
Tamzyn Angela Designer Florist, Impressions of Liverpool, Hansel &
Gretel, Quay Confectionary and many more! You will not only be
trembling with fear but with delight!
Joe Edge Director of The Albert Dock Company said:- “The
Albert Dock Company is planning a real family spectacular for
Halloween to celebrate Shiverpool’s new tour and we welcome everyone
to take part in this fantastic event. This is a real adventure into
the murky depths of The Albert Dock’s history. It will be one of the
most fun nights out you can have on Halloween anywhere in the city’’
Alex Stone said:- 'Albert Dock is such a spectacular location
with a wonderful history. It's just great to bring that history back
from the dead and to make it accessible to all through the means of
street theatre. We can't wait to get going, we scare because we
care!'
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