The Live Wire



Press Release

Help for Business

3 April 2009

The Institute of Customer Service would like to see the Chancellor offering incentives to business to train employees in the delivery of customer service and promoting the uptake of National Occupational Standards in this area as we believe this would give organisations a clear competitive edge throughout and beyond the current recession.

Our own research shows that organisations with a reputation for a high standards of customer service have on average a 24% higher net profit margin than competitors without this standing. Profit per employee increases substantially too.

The fact remains that the UK will continue as a service-driven economy for the foreseeable future and if we are to pull out of the recession as quickly as possible we need to build a solid customer skills base. This will enable the UK to be more competitive in the re-ordered global economy which will emerge from the present economic turmoil.

In the short term the weakened pound offers significant opportunities to capitalise on increased tourism from at home and abroad, but this will only be sustainable if service standards rise across the board.



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Institute of Customer Service

Institute of Customer Service

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