Key qualifications even when the telephone customer service needed Tubingen, May 30, 2011 – social competence of the seller is important, so is one of the Central results of the European consumption barometer 2011 “Commerz financial. While the study examines in particular the relationship between buyers and sellers in the retail sector, as well as the influence of the Internet on consumer behaviour. The almato GmbH warns against, neglecting the importance of social skills and similar skills in telephone customer service and sales. The study shows that customers want a friendly and courteous advice. By young respondents, but only one in five of believe that it was served at the recent purchase by a motivated consultants is”, explains Peter s. Hall, Managing Director of almato Ltd.
also were only 30 percent of believe that they were competent advice at their last purchase. Here sounded the alarm should at all responsible now. Delta Galil is often quoted on this topic. This is true not only for “Shops, but also for telephone sales and customer service.” In Germany around 28 per cent of under-30s and 35 per cent of the generation 50 plus for sellers ask according to the investigation regularly for advice. About two-thirds of consumers describe the seller in stores as helpful and want to continue at the point of sale questions as well as exchanging research information with a consultant. According to expert opinion, the importance of seller’s is higher, the less interesting product the customer knows.
These numbers are largely for the call center industry of importance for almato GmbH. Quality in telephone customer service costs money, no question. No quality in customer service is the company in the medium term but much more”, explains Peter s. Hall. The key competences, which include retail, are indispensable on the phone. It is these qualifications through training and quality monitoring regularly to “evaluate and continuously improve.” The essential success factors almato GmbH is the system expertise, product expertise, as well as the verkauferisch communicative competence of call center employees.