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"Undercover" Service Assessments
There’s far more to providing exceptional customer service than hiring and training employees, although that’s certainly an important part.
The higher-level "aura" of your business also gives off very clear messages -- sometimes positive, sometimes not. And these messages make a major impression on your customers. It begins in the parking lot, the signage, the first inside impression, observations of employees at work, the quality of the "staging," in addition to direct interaction with your staff.
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Many factors contribute to the customer’s experience: operational systems and efficiency, management, technology, the physical impression or "staging," staff empowerment, motivation, communication, and skills in decision-making, problem-solving, and negotiating are all essential to building unshakeable customer loyalty.
High-Level Assessment
Unlike many "mystery shopper" providers, CDA offers a meticulous, savvy, high-level review of your facility and staff which not only critiques specific service interactions, but more importantly, assesses the overall message that your customers receive. Is your business reliable, trustworthy, conscientious, quality-focused, ethical? It’s amazing how these messages are communicated subliminally as well as overtly, and whether they realize it or not, your customers pick up the messages.
Keeping a standard of high-quality service in mind, we offer a variety of assessments:
Walk-In Assessments - We visit your location, review the physical aspects of your business as well as your employees’ attitudes, enthusiasm, knowledge, and skills. If you provide us information about your policies and training, we will also measure the service performance against those standards.
Telephone Assessments - We call your office, location or call center with specific scenarios or questions that you provide to us. We review the transaction and include factors such as vocal tone and quality, understanding, attitude, helpfulness, problem-solving skills, and any other quality you ask us to assess.
E-Mail Assessments - We send your staff messages to test their responsiveness, written language skills, attention to detail and quality, and problem-solving skills. Again, if requested, we will compare our results with your policies and expectations and note any discrepancies.
Web Site Assessments - Just because a web site is beautiful, well-designed and well-written, doesn’t mean it’s effective, attracts customers, or can be easily navigated. We will review your site, place an order online or contact your staff via the web site and give you a valuable critique.
Creating the Customer Excellence Culture
Once assessments are completed, we will provide you with a detailed report with which you have two general options:
- You may choose to use the results internally to make changes or improvements to your service, or perhaps reward staff for doing such a good job!
- You might involve us as your consultant to help you create a strategy for upgrading or maximizing your service effectiveness:
- We can help you design a long-term plan to align your customer service practices with your company vision and operating philosophy.
- We can work with you to establish a service culture, unique to your organization, and develop a plan to strengthen that culture to coincide with your long-term business goals.
- We can provide training for you, or design/customize training programs that can be taught by your management and staff.
- We will be available, as a long-term resource to provide input, suggestions and advice when requested.
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