What happens if you are required by law to publish the number of complaints you receive?

That is exactly what has been proposed recently by the Financial Services Authority in response to the Government's White Paper on financial regulation.

If your company receives 500 or more complaints every 6 months you would be required to publish figures on:

• exactly how many were received



• how many were upheld



• how many were closed

Results would then be published in a "league table" that allowed comparison with your competitors.

The first figures are due to be published in July 2010.

Complaints received from the end of this year will be included in the statistics. This gives companies only a few months to really improve their level of customer service.

So how can we all improve our customer service skills? Our customer service course is designed for any member of staff whether existing or new to handling, selling to or dealing with customers.

Some of the content includes:

1. How to project the right first impression



2. The importance of communication in customer service



3. Active listening & questioning techniques



4. Building rapport



5. How to use body language

Remember - like it or not, customers are the life blood of every organisation so take your approach to customer service seriously.

The customer is always right. Well, maybe not! But at least make them feel that way....