Review service levels regularly
Companies need to know how well their sales and customer service are performing. These are two critical areas of business. Companies need to hit and exceed their revenue targets by finding new customers and then retain their business once they have signed up. After all finding more customers is always more expensive than keeping existing ones happier and selling them extra products and services. Staff receive initial training and then start out for real, but how are they actually doing and what could be improved?
This is an area where mystery shopping companies can prove to be valuable ally. There’s no point in just guessing or working on hunches. Customer satisfaction surveys and mystery shopping exercises get to the truth about how well or badly teams are performing. The results can be a real eye opener and provide companies with rock solid data from which to work.
Good business is all about delivering what the customer wants and providing a friendly, helpful and flexible service. Measuring levels of staff quality and customer satisfaction is an exercise that can be incredibly revealing. If mystery shopping companies are able to uncover any gaps in staff knowledge or poor levels of service then these can be corrected right away, saving the business revenue and customers in the process. It’s a big pay back for such a modest investment.
It’s impossible to work blind. Businesses need to collect and review data on an on going basis. This allows them to constantly refine their offering, retrain staff and make their business completely customer focused.
Douglas Stafford can help any type or size or organisation get to grips with service levels by running customer satisfaction surveys and mystery shopper exercises. Service levels matter and they require constant review and attention. Don’t miss out on sales opportunities or let customers slip away needlessly.