Beyond your product and service offerings, potential customers form an impression about your business by how it looks on the outside, by what others say about it, and most importantly, by how well your customer service representatives are able to assist them.
For this reason, we've combined our expertise in telephone customer service and our sales training knowledge to offer the ProSource E-train Module. Our E-train Module is an online training system that owners and managers can utilize to arm their customer service representatives with the confidence, know-how, and skills necessary to provide consistent, solid customer service leading to positive customer impressions.
Face to Face Personal Mystery Shopping
A face to face interaction is a fabulous way of collecting pertinent information that only a physical evaluation could render. It relays information on what a typical customer might experience when doing business with your company. Were your employees friendly and helpful? Was the property clean? Did the level of service meet, exceed, or fall below customer expectations? What small details might have made a difference in the customer’s perception of your business? Would they refer your business to their friends and colleagues?
Over the Phone Mystery Shopping
From the second your team member answers the phone, they are representing your company. Was the team member courteous and knowledgeable? Did calls go unanswered or were customers put on hold for too long? Was the team member able to service the caller in a professional manner satisfying the goal the customer was trying to achieve with the call?
Online Feedback Surveys
An online feedback survey gives customers a direct opportunity to let your company know how satisfied they were with their experience. Survey questions can be customized to fit the informational needs of your business by asking questions that are specifically targeted towards notable areas of interest or concern as well as overall experience.
How do your customers experience your business? Can you be sure those experiences are leading to increased sales, repeat business, and greater word-of-mouth referrals? At ProSource, we can help you take a closer look at your business performance through the eyes of your customer. Our mystery shopping programs will show you what’s working for your customers and more importantly, what’s not.
Send mail to email@example.com with questions or comments about this website.
Copyright © 2008 ProSource™ Evaluation Services, a subsidiary of DJM Enterprises, LLC.