Losing customers as a result of “inadequate” or even “poor” customer service costs retailers millions of Euros every year. To combat this, Wexford Chamber of Commerce, in conjunction with local chamber members Allied Training and dulann.com, have launched a FREE and innovative programme to ensure that Wexford retailers continue to have the opportunity to be at the forefront of excellent customer service.
According to recent studies, retailers are losing hundreds and thousands of Euros every year because of poor customer service. Dominic White of dulann.com says “If a customer spends €50 per week at the supermarket, the lifetime value of that customer over 20 years is a whopping €52,000. If the retailer loses 10 customers a year because of poor service or apathy that equates to an eye watering half a million euro loss to the business. When retailers start to look at the financial link between good customer service training and the bottom line, they see why other retailers pay so much attention to staff training”.
It is the first initiative of its kind in the country and the brainchild of Wexford eLearning company dulann.com. According to Madeleine Quirke Wexford Chamber CEO: “There are approximately 25,000 people working in Wholesale and Retail Trade in the County of Wexford therefore this initiative is of significant importance to the local economy on a macro and micro economic level. It is fantastic to see local companies giving this type of support to other local businesses; it is exactly what Wexford Chamber is about”.
Local Kerlogue business Allied Training is the appointed training partner in Wexford of dulann.com. Mr Terry Walsh of Allied Training says that “The cost of poor customer service doesn’t stop at the loss of the customer themselves. Every dissatisfied customer tells 10 other people which also has an impact on profitability and while companies spend vast amounts of money to attract customers, it is nine times cheaper to retain the customers you do have. Training today is not just about compliance, it plays a huge part in achieving customer retention”.
Most customers don’t even complain to the business directly according to Mr Walsh, they just vote with their feet, giving retailers very little opportunity to win them back. For this reason proactive training in customer care is seen as having a major impact on the bottom line.
For the month of May, every retailer in Wexford will be entitled to one free online Customer Care course. According to Madeleine Quirke CEO, “There are no ifs or buts, every single retailer in Wexford is entitled to one free certified course. It is a fantastic initiative and if it gets sufficient support we would love to role it out to other areas”.
Provided by chamber members Allied Training and dulann.com the course covers a basic introduction to retail customer care covering topics such as upselling, communicating effectively, building report, gaining credibility, the importance of good product knowledge and much more.
The courses are online and can be completed at a time and place that suits the retailer. All you need is a PC and Internet access. In order for retailers to avail of their FREE certified course all retailers need to do is to text the word “RETAIL” together with the company name, employee name and employee email to 087 3302373 or alternatively email this information to firstname.lastname@example.org
For further information or to arrange interview contact:
Katie O’Connor, Wexford Chamber email@example.com 0539122226
Dominic White, Dulann firstname.lastname@example.org on 087–3302373