To mark the launch of Peter Cross’s new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality service.
The Institute’s Director of Communications and Corporate Affairs, David Dagger, appeared on BBC 5 Live’s Breakfast show to discuss these survey results, and the broader trends we are seeing for customer service, skills and training, and automation – as well as how businesses should be investing in order to improve service levels.
Listen to the clip below:
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