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Customer service ''should be key factor in operations management''

13 July 2011
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Customer service ''should be key factor in operations management''Customer service can lead to consumers in the UK walking out of businesses, while good treatment of them can lead to purchases.

According to new research by American Express, 78 per cent of respondents stated they had chosen not to buy something because of poor attitudes from staff.

Those involved with continuous improvement practices in the services sector may also be interested in the finding that 20 per cent of individuals would be prepared to pay more for good customer service.

Operations management practices in such businesses, therefore, could include provisions to enhance factors relating to the treatment of consumers, as 30 per cent of respondents to the survey felt firms take their business for granted.

In addition, the Customer Services Barometer found just two per cent of those questioned felt companies exceeded their expectations in this area.

"At a time when household finances remain tight, consumers are looking for organisations that go the extra mile," American Express World Service senior vice-president Ian Lundberg advised.

The most recent Purchasing Managers' Index from Markit and the CIPS indicated that the services sector in the UK saw activity levels rise by 0.1 points to 53.9, indicative of continuing growth in the industry.ADNFCR-3058-ID-800620576-ADNFCR
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