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Customer Service Training Increases As Credit Crunch Bites

CragRats can reveal new figures that show many businesses and public sector organisations are increasing their investment in training as the credit crunch bites.

We have witnessed a 51% rise in clients buying customer service focused training over the last year. Forecasts for 2008 reveal an even greater upswing with a 62% growth rate predicted for 2008.

The trend is due to companies looking to differentiate themselves from the competition as market conditions get tougher.

CragRats Managing Director, Rob Machon says: “We are seeing more and more clients who view training as an essential investment in the current financial climate.  It is a simple proposition really; train your staff to believe in delivering customer excellence, reap the rewards in terms of customer loyalty and leave the competition standing.  The way in which companies use their learning and development budgets is going to be key in 2008.”

CragRats training programmes create a customer service culture and help businesses to fully understand their customer’s needs.  As competition for customers increases throughout 2008, forward thinking company directors are planning ahead and looking at ways to maintain customer loyalty.

CragRats have a high success rate at delivering on clients learning objectives with 98% rating the training ‘effective’ in 2007.  CragRats use a wide range of techniques to engage with employees including: high level facilitation, interactive workshops, forum theatre and theatrical scenarios.

Clients who have recently invested in improving customer experience with CragRats include: RIAS, Scottish and Southern Electricity, Wilkinsons, Coral and Nottingham City Homes.

The trend is backed up by Mercer’s 2007 European Total Rewards Survey that states that investment in training and career development is set to grow in 2008.

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