|
|
 |
 |
 |
 |
|
 |
The Costs of Training your Staff – Or Not…. Since September 2001, businesses in Canada have felt the substantial effects of the US tragedy. Add to that the blackout in Canada´s east last summer and the continuing "Mad Cow" crisis, and the currently difficult economic climate is easier to understand. Business must always take appropriate measures to offset the effects of complex economic times. Layoffs and downsizing are common and expectable, as are cuts to `nonessential´ expenditures. Unfortunately, staff training is too often considered a dispensable cost.
In an October 6 2003 article for MacLean´s Magazine, Paul Wells outlines his frustration with poor or non-existent customer service. His variety of bad experiences highlights the dearth of caring and dedication shown by employees with a variety of organizations. Think you´re above it? A survey published in 2001 indicates that over 67% of customers accessing services across a variety of business types (retail, financial and service) are up for grabs and of those, fully 40% will choose another provider if – or when – they find better customer service elsewhere. This holds true even when price is not comparable. In short, people are Julie Vincent is a professional trainer and adviser with over 15 years experience in sales, marketing, administration and business. She has contributed to a variety of in-person and print business forums, and trains in the areas of administration, customer service and professionalism << Back to Homepage |