United Kingdom, 2006-Oct-03
Organisations that ignore the importance of customer service do so at their peril, according to new independent research.
Among the main findings are that customers prefer to work through one trusted individual who adds value and is prepared to develop the relationship. They are particularly keen to work with suppliers who offer quick solutions to their problems and offer support and guidance as part of a long-term commitment.
The study ‘Excellence in managing the business-to-business customer relationship’ was commissioned by the Institute of Customer Service (ICS), sponsored by Siemens plc and carried out by the University of Brighton. Senior managers and executives at 20 small, medium and large companies in the UK were interviewed.
“Organisations that ‘talk big’ but ‘deliver small’ come out far worse than suppliers who are flexible and responsive,” says Stephen Blakeman, chairman of Siemens plc’s Think Customer steering group, who champions best practice customer service at Siemens.
“The report shows that many customers want to deal with well-trained, knowledgeable and trustworthy individuals with high customer service skills. It also suggests that opinions are formed at the outset of the relationship – the contract negotiation process is an indication for customers about how their supplier will perform.”
According to the research, customers expect existing suppliers to offer added value to the contract, while new suppliers to a market are viewed with scepticism until they demonstrate customer service and negotiations skills. If the relationship breaks down, the research says complacency, a lack of responsiveness and failure to deliver are often to blame.
Paul Cooper, ICS director, adds: “There are clear messages here for suppliers and customers alike – don’t over-concentrate on systems at the expense of the human touch, learn from what each other is doing, address staff turnover, hold open discussions and be flexible.”
The report is released as Siemens and hundreds of organisations across the UK mark National Customer Service Week, 2-8 October.
Blakeman says: “We are using National Customer Service Week to stimulate reflection and analysis on how we can improve the quality of our customer service levels. It is in the best interest of all organisations to continually develop and improve the capability and quality of its business-to-business customer service.”
Notes for editors
ICS is the professional body for customer service whose primary purpose is to lead customer service performance and professionalism.
‘Excellence in managing the business-to-business customer relationship’ is part of the ICS Breakthrough Research programme which pioneers cutting-edge research into service-related issues.
Download PDF version of report
More than 1,250 organisations are participating in this year’s National Customer Service Week, the biggest ever.
About Siemens in the UK
Siemens was established in the United Kingdom 163 years ago. The company employs 21,122 people in the UK, including about 5,000 in the manufacturing sector. Last year’s revenues were £3 billion, including exports of £500 million.
Siemens provides innovative, high-quality services and solutions to customers in a diverse range of industry sectors, including power, automation and control, information and communication, medical, transportation, lighting, and household.
Siemens has offices and factories throughout the UK, with its headquarters in Bracknell, Berkshire. The company’s global headquarters is in Munich, Germany
Ms. Anne Keogh
Media Relations Manager
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