Bored staff can drive away customers
Wednesday, 4 July 2012
Staff who appear bored and lacking in
employee motivation can often drive consumers away from companies, findings show.
One in four customers are prepared to spend more money on goods if they benefit from better service, according to the Institute of Customer Service (ICS).
The ICS found that consumers can be willing to pay up to ten per cent more for such items if they are impressed by the attitude of staff.
ICS chief executive Jo Causon said: "Companies need to train and motivate staff to go the extra mile, while tailoring their service based on a firm understanding of what customers actually want."
Ms Causon emphasised that many consumers are searching for the "right balance" between price and service.
With this in mind, it could be advisable for employers to monitor the efforts and attitude of their staff, before addressing any concerns over morale.
Incentives such as reward schemes could be used as one way to motivate them.
