Reasons to Use Telephone Mystery Shopping Services
Customer Satisfaction Phone Surveys
Our team of trained researchers will gather survey information by posing as customers with varying issues that are commonly faced by management and associates. We help evaluate your organization's protocol for handling customer issues, and if needed CustomerTrend will guide you in establishing guidelines to re-enforce your company's commitment to "Signature Service".
In the QSR and retail industry, your company can make or break a customer's loyalty by how well and efficiently a situation is resolved when a problem arises. This can be one of your greatest strengths of "Signature Service" or your weakest.
Ask these 3 questions for a true test of your "Signature Service":
- Do your associates create that all-important good first impression when answering the phone?
- Are they well trained in handling a customer's concerns to WOW! them with "Signature Service"?
- Empowered by management to handle basic customer issues without asking for permission?
If you uncovered any weakness in your system that needs to be enhanced with professional assistance, consider our experience and the services we offer.
Our tools for guiding and evaluating your company's progress:
- CustomerTrend will customize evaluations based on your company's values and needs.
- No long term contracts. Month to month is our policy; we earn client loyalty just like your company.
- Digital recording of each conversation.
- Detailed report of each conversation.
- Compiled data of all shops to spot trends in service.
- All recordings transferred on Compact Discs for playback on standard CD Players and CD equipped computers.
- Reports and recordings available within 72 hours of completed shops.
- Complimentary secured online access to recordings and reports for 90 days.
- All shops are archived by us and can be requested by your company at any time.
Collectively, the recordings and data gathered will clearly detail the strengths and weaknesses of your company's response to customer issues.
Your management team will benefit when using this information:
- Evaluate the skill levels of telephone mannerisms
- Monitor performance of associates handling customer issues.
- Measure ongoing improvements and easily highlight discrepancies.
This program effectively allows your company to develop and implement effective training programs and motivate associates to increased sales, profits, and "Signature Service".
