When you invested substantial money, effort and time in building a reputable business, you should risk losing your customers just because of poor staff or inefficient customer service? It takes just one rude staff or one unanswered complaint to wreck years of carefully built-up trust and damage the name of your company.
Yes, customer service and staff behavior is just as important as the quality of your products but this is something that most businesses sadly miss out on checking. Do not repeat the mistake that has been the bane of many thriving companies; talk to mystery shopping companies today to understand how they can help you to understand your staff better and take immediate remedial action.
How can a Mystery Shopping Company help you?
When it is important for you to understand the exact needs of your customer, it is vital to have an objective view of your current standard of customer service.
This is all the more important if you are in the retail industry where one-to-one interaction between the customers and your sales team is common. Mystery shopping programs are created specifically to provide you with a clear and accurate understanding of the quality of your service and its shortcomings.
Mystery shoppers are trained by their companies to identify specific qualities or the lack of it among each and every staff member in your customer service department or amongst your sales team. Once the assignment is over, the company will provide you with a detailed report on the strength and weaknesses of your service or sales team.
How does Mystery Shopping Work?
Mystery shopping companies have trained staff on their panel who pose as genuine customers and make discreet enquiries about services and products offered by your company. There are several approaches to this such as website questions, telephonic surveys and onsite shopping.
The mystery shopper will visit your website and post queries on the kind of service available or delve deeper to related areas such as shipping time, return policy, terms and conditions and so on. The basic idea is always to upload a set of questions that are most likely to be posted by genuine customers and get an idea on how quickly the sales or service team reverts back or how well they are with the responses.
For telephonic surveys, the list of queries can be more detailed as the mystery shopper will actually speak to your sales and service team and try to probe even deeper. Telephonic surveys are a wonderful way of understanding how polite or rude your staff is; how they handle the rush of incoming calls; how they react to uncomfortable questions or how they deal with difficult customers. Many mystery shopping companies will also record the entire conversation for your better understanding.
This is the most direct way of evaluating your staff and identifying the loopholes in your sales and servicing team. Here the mystery shopper will actually go over to your promises and interact directly with your sales team. This is one of the best ways of understanding how much employees understand your company vision or how much knowledge they have imbibed about products and services during training. Hiring a mystery shopping company is therefore a good way of evaluating the success of your training program.