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Services We Provide
Benefits
On-site evaluation - See your business from your customer's perspective. Most accurate tool for appraising customer service performance. Our professional shoppers engage in everyday customer service situations to fairly and objectively report the customer's experience when buying your company's product or service. Shopping scenarios can be customized to your specifications and reporting forms are uniquely designed to assess any or all areas of your company's customer service execution. Competitor evaluations - Know your competitor's customer service assets and vulnerabilities. Utilize mystery shopping services to determine your competitor's strengths and weaknesses. This tool can be an invaluable asset to elevate your customer service level above that of your competitor's. Telephone evaluation - Hear what your customers are experiencing. Designed to replicate all buying and problem solving scenarios to determine the levels of efficiency, courtesy, and proficiency your telephone customer service representatives provide. Website evaluation - Determine the ease with which your customers are navigating your website. Evaluation of such factors as visual stimulation, product description and imaging, simplicity of navigation, accuracy of information and ease of purchase will assist your company in standing out amongst the onslaught of Internet commerce. Exit Surveys - Get your customer's reaction while it's freshest in their minds. Gathering of immediate level of customer satisfaction pertaining to service or product mostly recently provided to gage individual store, department or product performance. Employee Surveys - Find out what your employees think of their work environment and allow them to be involved in its evolution. Confidential questionnaires and/or interviews with random sampling of employees. Designed to create internal picture of corporate strengths and areas for improvement. Your employees are in fact you internal customers, buying into your corporate policy and philosophy. As their employer, are you providing them with satisfactory service? Price Checks - An essential part of promoting your product or service competitively is knowing what your competitors offer. To compete effectively, you must not only know what they offer, but at what price they are offering it. Price Checks provide to you, your competitor's prices on products or services. Customer Service Consulting - Act upon your newly gained insight. Cooperatively created programs incorporated directly from the results and analysis of your customer service evaluations. Advancing the skills of your sales force and customer service personnel through customized training systems focused on expanding all strengths while eliminating weaknesses. Working directly with your supervisors and managers to develop and implement internal corporate cultures designed to increase employee moral, loyalty, productivity and ultimately profits. |
We offer customized programs to meet your specific needs. Forms are designed with focus on what effects your customer's perception. Actionable reports are delivered in a timely manner for optimum results. Current and past results are available online for your immediate need...
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