CLIENT SERVICE EXPERTS

Sales assistants are spending a little bit more time talking to worried clients than they were two years ago, according to our survey. But SAs are often able to resolve client calls without the help of their FAs. That's a good thing considering SAs are the first line of defense when clients call in. Two years ago, about 11 percent of respondents were spending more than 40 percent of their time talking

Oct 01, 2009

Two years ago, about 11 percent of respondents were spending more than 40 percent of their time talking with concerned clients.
	Respondents	Percentage
80% or more	3	1.8%
60% to 79%	2	1.2%
40 to 59%	14	8.2%
20% to 39%	24	14.0%
Less than 20%	124	72.5%

Today, about 16 percent of respondents are spending more than 40 percent of their time talking with concerned clients.
	Respondents	Percentage
80% or more	1	0.6%
60% to 79%	4	2.3%
40 to 59%	23	13.5%
20% to 39%	39	22.8%
Less than 20%	103	60.2%

Just over half of respondents said they can resolve client issues without the help of an FA 60 percent or more of the time.
	Respondents	Percentage
80% or more	51	29.8%
60% to 79%	38	22.2%
40 to 59%	29	17.0%
20% to 39%	13	7.6%
Less than 20%	38	22.2%

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