UK firms choose new technology over the human touch

UK
companies are more likely to invest in new technology than people skills,
despite customers calling for the human touch from suppliers.

An
online poll has revealed that 80 per cent of suppliers felt they would retain
customers by investing in technology rather than people.

Conversely,
the majority of customers surveyed by training firm Lorien said problems with a
product can be overcome by excellent customer service.

The
attitude of staff and product reliability were rated as significantly more
important to consumers than other issues, including value for money or an
organisation’s complaints procedure.

By Ross Wigham

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