Inside Customer Service
MAY 11, 2023
Step 1: Identify expectations Start by meeting with the person who asked for the customer service training. The team needed to average 90 points on mystery shopper evaluations within 30 days. The valet team needed to bring its average mystery shopper score from 78 points to 90 in order to do that.
Inside Customer Service
APRIL 22, 2021
Step one: Clarify the goal Start by making it clear why you want to create a new procedure. The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. Next, the manager started sharing each mystery shopper report with the team. There is a simple solution.
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Fonolo
DECEMBER 15, 2022
It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. As a contact center manager, you might choose to listen in on some phone calls, review recordings, or even use a “mystery shopper” to get a sense of what’s working and what isn’t.
Service Quality Institute
APRIL 6, 2021
There are so many elements that make up the customer experience. When I started we had Feelings and when clients asked what is next I did not know any better and said put them back through Feelings. To some, it is courtesy. To others its speed. To some, it is knowing about your products and services. least valued and least paid.
SugarCRM
AUGUST 19, 2020
Back in the 1960s or Mad Men era, you could use brilliant marketing to obscure any weakness—all the way up to convincing customers that Lucky Strikes were good for your throat. However, many things, both small and large, add up to bad customer service. Three frequent ones are: Getting their style of customer service wrong.
CX Journey
APRIL 7, 2016
Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. They are: Rule #1: Don’t start with customer-facing employees. Ron Kaufman is the founder and chairman of UP!
Qualtrics
FEBRUARY 21, 2021
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them? What do they do?
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