Brexit fires the starting gun in the race for great customer service

The post-referendum debate about Brexit has, so far, focused largely on the big economic and political issues like the single market, customs union and freedom of movement.

The post-referendum debate about Brexit has, so far, focused largely on the big economic and political issues like the single market, customs union and freedom of movement.

The Institute of Customer Service (ICS), on the other hand, has been considering the implications for the customer experience.  The implication of its Customer Service Trends 2017 report is that, when it comes to customer service, Brexit presents UK companies with both a challenge and an opportunity.

• The Challenge - with freedom of movement almost certain to be restricted, British companies may not be able to recruit people easily from EU countries
  
  
• The Opportunity – outside the EU customs union, the UK could sign bilateral trade deals with the world’s largest and fastest-growing economies

The best response to both, according to the ICS, is for British companies to invest in customer service training for their employees.

In response to the challenge of EU workers becoming harder to recruit, UK companies must look to maintain high standards of customer service by developing the skills of the UK workforce.  In anticipation of leaving the customs union, the ICS points out that the UK’s customer service can be a “national asset”.

For instance, in the most recent European Customer Satisfaction Index, the UK achieved the highest customer service score.  With the right ongoing investment in customer service, British companies will be in a stronger position than their European rivals to attract investment and expand internationally.

How can we help?

MSB’s team has been delivering cutting-edge customer service training to our clients for almost 30 years.
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​​We never deliver the same programme twice - each one is tailored to the needs of the client organisation and utilises the latest, most innovative thinking in this field.  It is that approach which saw MSB named as the UK’s ‘Best Learning and Development Supplier’ by the CIPD in 2015.