Carlene Clarke, head of customer experience and service recovery at JN Bank, says there is need for local companies to place greater focus on quality customer service, given its impact on business continuity and the country’s growth and development.
Quoting statistics from US-based company Formilla.com, Clarke said businesses worldwide were losing an estimated $338 billion in revenue annually due to bad customer service.
“The reality is that customer service is the lifeline of any economy. In fact, almost every available statistic you can find indicates that excellent service gives most companies a competitive advantage; therefore, the lack of it can lead to the demise of that business,” she stated.
Clarke was speaking at the media launch of National Customer Service Week, held at the headquarters of the Private Sector Organisation of Jamaica (PSOJ) in St Andrew on Thursday, September 12.