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Article: NATIONAL CUSTOMER SERVICE AWARDS 2002: Service excellence is `the holy grail' Awards show that customer satisfaction is vital for businesses, says Kate Hilpern
- Article from:
- The Independent on Sunday (London, England)
- Article date:
- November 24, 2002
- Author:
CopyrightCopyright 2002 The Independent on Sunday. Provided by ProQuest LLC. (Hide copyright information)
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usinesses are increasingly expected to provide shareholders with
detailed information on the quality of their customer service, with a
fast-growing number dedicating a specific section of their annual
report to this area. This is the message of the National Customer
Service Awards 2002, held at the Grosvenor House Hotel in London last
week.
"If the customer was once king, they are now god and customer
service excellence is the holy grail," says Mike Faulkner, author of
Customer Management Excellence. "Customers are becoming more
sophisticated in their requirements."
Indeed, according to a recent NOP survey, in the past year, 94 per
cent of Britons complained to a company; 80 per cent have ...