One of Britain’s longest lasting retail groups – Home Group PLC has recently published an article on what they think make for successful customer service. Emily Cook of Home Groups suggests that the key to their success starts from the recruitment stage picking out candidates that are passionate about customer service and ensuring staff get all the training development opportunities they can. Home Group also focuses heavily on CRM (Customer Relationship Management) keeping customers a core part of their planning process in operations.
For all the doubters out there, the figures do not lie since implementing the new customer interaction strategy at their contact centre, Home Group claims that customer satisfaction rose from 75% to 95%.
To find out more check out the article at the Guardian here.