Taking a Fresh Look at Customer Service
by Karen Gomes Moore
(former Account Representative for Customer Perspectives)
As a businessperson, you know how important it is to make sure
your customers come first. Your employees have gone through some
orientation or training program. You see your employees assisting
customers in a friendly, professional manner whenever you are
on the premises. So you are sure your employees are providing
topnotch customer service... right?
If your answer is "yes", congratulations! Your business is undoubtedly
thriving and a force to be reckoned with.
If you answered "no", or you can't be at all of your locations
24/7, you might consider a formal customer service evaluation
program, a.k.a. "mystery shopping".
What is a mystery shopping program, exactly? It is a cost effective
way to objectively evaluate customer service from the customerÕs
point of view. "Secret shoppers" visit your business, appearing
as average customers. They evaluate what they find based on criteria
established by you, the client. Their goal is to be unobtrusive
while observing the customer service and sales skills of your
employees. In so doing, they provide a fresh look at how your
most valuable asset, your customer, is being treated.
To launch a successful customer service evaluation
program, first consider the following:
