Training Reference - training, learning and development news

Browse topics

Home > News > March 2007 > 13 March 2007

Employees need support to satisfy customers, says survey

According to new research from Investors in People, improving customer service is a priority for employers of all types and sizes during 2007 - and employee engagement is the route to success.

The survey of organisations that work with the Investors in People Standard found that nearly six in ten organisations (59%) plan to invest more on customer service in the coming year than they did in the last 12 months (40% will invest roughly the same). And 61% cite staff training and development and better management as the most important route for achieving this. Only a quarter (26%) point to new technology and improved communications systems as the most important area for investment.

Investors in People says employers also highlight a range of challenges that they are looking to address in order to improve customer service levels. Nearly a quarter (23%) are specifically seeking to increase employee motivation, whilst 28% are working to overcome difficulties in recruiting the right people.

Simon Jones, acting chief executive of Investors in People UK, commented: "As customer service becomes an increasingly critical way to differentiate from the competition, organisations need to make sure they are doing everything in their power to keep customers engaged.

"Unsurprisingly, 97% of organisations said that ability and attitude of staff has a significant impact on customer service. This underlines just how important it is to find the right employees and both inspire and equip them to deliver the type of service needed to create a positive customer experience."

"Employers should look to strike the balance between supporting employees, providing advice and assistance, and giving them the responsibility to respond to customer demands on an individual basis. Employees who are empowered in this way, and aren't restricted by excessive procedure, will inevitably be more motivated and inclined to go 'the extra mile' for customers."

External link

Investors in People

Training Reference is not responsible for the content of external Internet sites.

Training and development books

Discover books on a variety of training and development topics at the Training Reference Bookshop

Source suppliers

Visit the Training Reference Directory to view supplier details for a wide range of courses, products and services.

Sponsored links

Back to top   

Source suppliers

Visit the Training Reference Directory to source suppliers for a wide range of training courses, products & services.

Sponsored links


Receive our FREE newsletter and keep up-to-date with the latest information. Click here to subscribe

Training Reference accepts no liability or responsibility for any direct, indirect or consequential loss or damage caused by the user's reliance on any information, material or advice published on, or accessed from, this website. Users of this website are encouraged to verify information received with other sources. E&OE. All trademarks acknowledged. © Copyright Training Reference 2003 - 2007