Sandra Ellington & Associates

Why training matters

Here are some important facts and figures that remind us 'why training matters':

· 52% of customers believe UK organisations are getting worse at handling complaints.

Source: ICS/TMI, National Complaints Culture Survey 2006

· Customers are becoming increasingly likely to complain, with 60% complaining about poor products and 46% about poor service.

Source: ICS/TMI, National Complaints Culture Survey 2006

·  If a complaint is handled well 78% of customers will remain loyal and repurchase.

Source: ICS/TMI, National Complaints Culture Survey 2003

·  Solve customer problems promptly; the longer a person has a problem the bigger it gets!

Does your team know how to communicate effectively?

·  First impressions are made within 7 seconds and embedded within the next 30 seconds! What do your team communicate about themselves and your organisation in that short period of time?

Do you have a skills shortage within your team or when you are recruiting from the jobs market?

·  64% of employers report that applicants lack of communication skills. Source: People 1st

·  52% say they lack customer handling skills. Source: People 1st

Do you know?

·  Who is the top overseas visitor to our region?

·  Who is the biggest International growth market?

The visitor economy goes through cycles and is constantly changing and evolving. The information and statistics above will continue to do the same. Does your team know how to react? Find out the answers that you and your team need and ensure that your team maintains a competitive edge... book now!