Happy employees 'essential for good customer service'

Date: 09/11/2011

Many companies may be looking to purchase revenue share numbers and expand their customer service facilities.

However, one expert believes that in order to keep consumers happy, businesses have to first of all focus on their employees.

Gary Kelly, chief executive of Southwest Airlines, recently discussed the matter with students as part of the Undergraduate Business Council's VIP Speaker Series at the AT&T Conference Center in the US, the Financial reports.

He explained companies are dependent on their employees and bosses must know how to treat them well if they want to get the most out of their workforce.

"Communication is so critical, it is very hard for me to get a read on someone if they can't express what they're thinking," Mr Kelly explained.

Last month, the customer contact centre run by West Midlands-based property provider Walsall Housing Group came 33rd in the Top 50 Call Centres for Customer Service poll, which is the first time it has been included in the league.