Improving customer service with staff incentives

by 26 Aug 2010

Australia’s customer service levels leave

We all probably knew it already, but now it’s official: A report released last month found that 81 per cent of

The American Express Global Customer Service Barometer survey also

Customer service is clearly so important, yet so many businesses fail to

Mercedes Trautwein, joint managing director at EVT Incentive Marketing,

“Many of our clients have significantly cut back on their advertising spend

Fortunately, there are steps HR can take to remedy poor customer service.

“High quality service means high quality training. A great starting point is to

“There are myriad variables, depending on the business. Compliance is a

James Wright, account director at Red Balloon, saysthe principle cause of

“For whatever reason, and there are many causes of disengagement, the

“Other contributing factors might be that the employee is simply not

HR’s role is therefore pivotal to ensuring that employees are both enabled

“Service cannot improve if incentives are solely

Key performance indicators (KPIs) are crucial in

A major trend over the last couple of years has

An example of this, explains Wright, is at

Elsewhere, a recent customer service survey was

The customer service ranking became a highly

In this method, the customer service ranking

It also formalises the customer service approach

In the end, however employers choose to