Consumer Decides That Customer Knows Best

Western Mail (Cardiff, Wales), March 23, 2005 | Go to article overview

Consumer Decides That Customer Knows Best


Byline: -COMMENT

Onsumers, it seems, are getting canny. They are now rejecting the clutches of big business and the methods they use. Instead people are hankering for a touch of personal customer service.

A report has identified the need felt by people to deal with companies face to face.

It is well publicised that many businesses have outsourced their call centres to foreign fields, particularly India, because it is cheaper to employ people to answer the phone there than here in the UK.

This shift to the sub-continent has angered customers who loyally use these banks and large firms, but who must now speak with someone in Mumbai rather than, say, Man- chester, when they want to change a standing order or set up a direct debit at a company down the road.

But Mintel, the market analysts, found that people want a more personal touch - especially when it comes to banking.

Unsurprisingly 52% of people questioned by Mintel still find automated systems and call centres frustrating even though most banks now conduct their customer services this way.

Along with the methods used by the big banks, people are also spurning the big supermarkets.

Despite the increasing market share and profits made by the major supermarkets, all of which have made a massive impact on the traditional high street butchers and grocers in the past few decades, Mintel found that people were getting sick of them as well. …

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