Carphone Warehouse is going to pay staff according to how they are rated by customers. In a plan to help boost sales, CEO Charles Dunstone believes that customer service needs to be taken to a new level with staff offering more than just the normal sales service. “With complex products, consumers are looking for more than just a sales service,” Charles Dunstone, the chief executive, said. “They want someone who can explain products to them and a service where advice and consultancy is on offer.”
The scheme, where customers will be texted 48 hours after their purchase and asked to rate the service they have received, will be roled out across the entire organisation. The aim is to create an even greater trust in the brand.
Charles Dunstone has been on the speaker cirucuit for many years talking about the importance of customer service. No doubt this initiative will only increase his popularity.
Copyright Speakers Corner 2016