SECRET BUYER STUDIES
How to measure customer service quality? How do I find out if employees provide their customers with all the benefits? Are employees guided by a defined sales scenario? Do You ask yourself these questions? A Real customer service process is often hard to see by a manager, because he can only monitor the service while they are close to employees. This can lead to a problem: employees are putting more effort only when the manager is around...
Is it for You?
YES! If you want to control a situation that is not really known and visible.
YES! If you want to understand the strengths and weaknesses of your customer service.
YES! If You have further and purposive staff development.
YES! If You believe a system that guarantees continued high level of customer service is important.
Progress of the investigation
Research methodology
The study is carried out by specially trained people who behave as normal clients on the site under investigation. However, these people not only shop or consult as real customers, but also monitor the quality of service. After the visit, they write a special report about their experinece. The purpose of the survey is to record whether an employee or a number of employees are serving the customer in accordance with the company's customer service standards and create the added value they are expected to do.
Test methods:
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A visit to a place of sales or services;
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Submit a request by phone or email.
