Customer service causes strife
Article Date: Jul 28 2006
English employees are showing a distinct lack of ability when it comes to customer services, according to the National Employer Skills Survey from the Learning and Skills Council (LSC).
The survey of 74,500 bosses reveals poor customer service skills across a huge range of businesses including pubs, shops, restaurants, offices and hotels.
Amongst identified skills shortages, customer handling and basic oral communication skills was cited by 38 per cent and 35 per cent of employers respectively. Almost two-thirds of all staff with skills gaps, (65 per cent) are reported to specifically lack customer handling skills.
‘While employers do not expect everyone who comes into the labour market to be the finished article, there are key “soft skills” such as the ability to communicate effectively and work in a team which gives individuals a strong chance of succeeding,’ explains David Way, Director of Skills at LSC. ‘Employers greatly value a positive “can-do” attitude and it sounds very simple, but being polite, getting on well with colleagues and showing a determination to help really make a difference.’
The findings from the survey show the skills gap closing between workers’ abilities and employers’ needs, partly due to investment in training and development by employers. The LSC is encouraged by this but is still urging employers and individuals to do more to fulfil their potential.
