“Good customer service starts on the inside with the company’s culture.”, says Shep Hyken, Customer Service Expert.
In a recent article, Shep tells us that leadership in a company must create a customer service vision that every employee can relate to. And the vision must be trained to continuously.
Your customer is the one who determines if you provide good customer service. No one within your organization can determine if you have met their expectations.
Read more about Shep’s thoughts on what makes good customer service here.
How to Measure Good Customer Service
How do you know if you are providing good customer service at every experience? Mystery shopping can provide you with a current, objective view of your customers’ experiences.
Assessing your staff on a regular basis provides you the data you need to make changes to your training or even your vision. Your customer drives the expectations – and you and your staff need to deliver. You do not know if that is happening if you do not have a method of measurement.
Mystery shopping is not complicated. But it is a very insightful measurement tool. Market Viewpoint has made it even easier to mystery shop with our new product, Snap Shops. Online ordering and quick turnaround time are just two of the features of Snap Shops. Features which allow you to know quickly if your staff is consistently delivering good customer service.
Market Viewpoint has made it even easier to mystery shop with our new product, Snap Shops. Online ordering and quick turnaround time are just two of the features of Snap Shops. Features which allow you to know quickly if your staff is consistently delivering good customer service.
Good customer service starts on the inside. If you aren’t measuring … you aren’t managing.
Learn more about Snap Shops here.
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Not sure if Snap Shops is for you? Do you want more information on Market Viewpoint can help you to measure your customers’ experiences? Contact us today to schedule a free market research consultation