CSM CUSTOMER SERVICE MANAGEMENT | FREE Customer Loyalty Clinic 11/16/09
November 11, 2009
If you need answers, and you need them fast, this is a great, free, forum for you. At each clinic you’ll be be in a one-on-one consultation with the best “Dr.” in the field of service, Dr. Jeff Kasper.
He will present two cases of general interest to the group, including solutions you can put to work immediately. Then, for the remainder of the “consult” he’ll take questions from the audience, as time allows.
You won’t want to miss a minute of this valuable presentation, plus a chance to have your specific questions answered for absolutely no cost to you!
Please note, this program is presented “live” from wherever in the world Dr. Kasper may be. This program is currently available only in English.
Click Here or go to www.service-quality.com to register
CSM CUSTOMER SERVICE MANAGEMENT | 7 Ways to Keep Your Customers’ Webinar 11/16/09
November 11, 2009
In this fast-paced webinar, you’ll receive the seven secrets that will let you hold onto the customers you’ve got, and attract new ones!
Click Here to register or go to www.Service-Quality.com for more details!
MYSTERY SHOPPING | Does It HAVE to Be a Secret?
November 5, 2009
The terms “Mystery Shopping” or “Secret Shopper” elicit thoughts of spies, under cover of darkness sneaking around with cloak and dagger tactics to keep the shopper’s identity a secret. This doesn’t always have to be true.
Firstly, you should never use a mystery shopping program as a “got ya” to brow-beat employees. It’s a snap shot of a moment in time. Just as we have all had photos of us taken with our eyes shut, or just as we put a fork full of food into our mouths – it’s expected to see less than perfect results. As a matter of fact, if you are seeing all perfect scores, it’s time to change what’s being observed!
A mystery shopping program should be used to identify training opportunities and to praise performance. Discuss the positives publicly with employees. Point out the opportunities for improvement, without singling out one person.
Some of our clients like to have “non-mystery” mystery shops. In these shops, the shopper will identify themselves if specific key activities take place during the interaction, and present the employee being shopped with an immediate reward. (Usually a gift card, in some cases up to $100!) The employee in thrilled, and we have found some anecdotal evidence that employees actually hope that every customer is a shopper and further improve performance!
If you don’t have a mystery shopping program in place, I would urge you to get one going as soon as possible. Mystery shopping is a key component in measuring the effectiveness of your service quality initiative. What’s more, it helps you tweak your training programs “on the fly” to continuously improve results. In these tough times, you can’t afford to miss out on any sales opportunity!
If you already have a mystery shopping program running, I would urge you to consider this “non-mystery” approach to mix things and get your employees enthusiastic about delivering the highest scores possible.
If you have any questions or would like more information about how you can implement this idea, please visit our website at www.Service-Quality.com or call our offices at 800-432-2456 ext. 3
CSM Customer Service Management | FREE Webinar – 7 Ways to Keep Your Customers! 11/11/09
November 4, 2009
In this fast-paced webinar, you’ll receive the seven secrets that will let you hold onto the customers you’ve got, and attract new ones!
Click Here to register or go to www.Service-Quality.com for more details!
CSM CUSTOMER SERVICE MANAGEMENT | Suprise! You Killed Your Customer’s Loyalty!
November 4, 2009
I never fail to be amazed at the way some some companies choose to kill any chance of building customer loyalty, practically before the customer walks in their door! By it’s very definition, loyalty has a very strong trust factor. This is why customer referrals are so important, and are the easiest customer to obtain!
It seems no matter where you look these days, businesses are adding hidden fees here and there. A CFO may call these “revenue enhancers”, but I call them nuisance fees! And, it’s hard to build loyalty when you’re a nuisance!
Most airlines want to charge you for your bags, food, movies, and anything else they can think of. Banks are adding late fees that are higher then the minimum payment! (It always struck me as kind of funny that the bank charges a high fee to someone who didn’t have the money to pay in the first place… but that’s another article.) I find it troubling, if not downright dishonest, when I engage a service or buy a product, only to find that there are a lot of hidden fees along the way.
When I agree upon a price, that’s what I expect to pay. You wouldn’t put up with it if you went into your local GMC Dealer and picked out a car, only to find at the closing that you needed to pay another $500 if you want an engine, $10 if you want the radio to work, and $2 for the horn to be initialized. You would walk out of there quicker than you can say’ “Bye Bye”.
If you’re a business owner or someone who has the opportunity to set pricing, I would urge you to consider nuisance fees as you consider any repricing decisions. I’m not advocating that you give the store away.
I am a big fan of package pricing. We do it at ServiceQuality.US and our affiliated companies. If you want to engage us to perform a service such as mystery shopping, for our minimum investment you’ll receive a robust program that will give you everything you need to effectively manage your program. If you want a higher or customized level or reporting, you can purchase that customization or enhancements on an as needed basis.
If you feel that you absolutely need to have a base price, with added fees along the way, disclose these options up front! As a consumer I want to be able to make the appropriate choice, using a apples to apples comparison. You customers will appreciate it too, and repay you with their loyalty!
CSM CUSTOMER SERVICE MANAGEMENT | Free Customer Loyalty Clinic 11/11/09
November 4, 2009
If you need answers, and you need them fast, this is a great, free, forum for you. At each clinic you’ll be be in a one-on-one consultation with the best “Dr.” in the field of service, Dr. Jeff Kasper.
He will present two cases of general interest to the group, including solutions you can put to work immediately. Then, for the remainder of the “consult” he’ll take questions from the audience, as time allows.
You won’t want to miss a minute of this valuable presentation, plus a chance to have your specific questions answered for absolutely no cost to you!
Please note, this program is presented “live” from wherever in the world Dr. Kasper may be. This program is currently available only in English.
Click Here or go to www.service-quality.com to register
