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| About site: Customer Service/Mystery Shopping - Focus Plus Service Auditors |
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| About site: http://www.focusplus.net.au/ |
Title: Customer Service/Mystery Shopping - Focus Plus Service Auditors An independent customer service monitoring company which provides evaluation of customer service.
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Mystery Shopping, Secret Shopping, Customer Service Monitoring - Focus Plus Service Auditors
writeFlash({"width":"850","height":"208","quality":"high","src":"../flash/header.swf"}); How we can help youCustomer Service FactsOnline QuoteFocussing on YouFeedbackWorking for Focus PlusOur PartnersIn Focus NewsletterStatistics show 93% of customers will pay more if they receive high quality customer service when making a purchase.writeFlash({"width":"240","height":"215","quality":"high","src":"../flash/image_swap_index.swf"});  WELCOME TO FOCUS PLUS SERVICE AUDITORS
Focus Plus Service Auditors is an independent Customer Service Monitoring Company which provides your business with a clear and concise evaluation of the standards of your Customer Service.Focus Plus generates a personalised 'Mystery Shopping' Program tailored for your business. Performed on a regular basis, 'Mystery Shopping' Audits encourage staff integrity and accountability, ensuring staff are projecting the right image. All programs are created to coincide with your KPI’s*, merchandise placement and promotional activity.Service Auditing gives your business that competitive edge. Focus Plus Service Audits are best used as a tool for Staff development and training, perfect product placement and to promote positive customer relationships.With ‘brand loyalty’ becoming a thing of the past and ‘price matching’ common in all market sectors, the one thing that sets you apart from your competition is your Customer Service and the level of satisfaction your customers feel.As you know it is the little things that make all the difference!What is Customer Service Monitoring?Also known as Mystery Shopping or Secret Shopping, Customer Service Monitoring is the appraisal of Staff performance in Customer Service during the shopping experience.While posing as a potential customer, Focus Plus agents record all aspects of the sales process on a personally designed Service Audit. The data is collected and entered in our strict Quality Control Program. Confirmed data is recorded into specifically designed reports for Management examination.Don't lose your potential customers once they have approached your business. It is 6-7 times more expensive to gain a new customer than it is to retain the one in front of you!Why Monitor My Customer Service?Your Customer Service is what sets you apart from your competitors. You need to know it is of the highest quality at all times to maximise all sales opportunities. By monitoring and measuring Customer Service performance regularly, you can pinpoint your Employee’s weakness and strengths during the sales process.A large percentage of a company budget is concentrated on training and advertising. By monitoring Customer Service and sales process we assess how well Staff use the training tools they have been given. It is vital that all Staff are proficient in Cross Selling, Up Selling and Following Up as foundation sales skills.The constant monitoring of Customer Service assists in developing programs to increase company profits, achieve motivated and enthusiastic staff and most importantly satisfied and returning customers. *KPI's Key Performance Indicators 'IN Focus' Newsletter - SEPTEMBER 2008 BRAND LOYALTY In this issue we follow on from our Customer Retention issue and discuss Brand Loyalty. What are the most popular and trusted brands in Australia? Below are the category winners qualified from an independent survey conducted earlier this year. The category winners: FOOD - Cadbury (runner-up Kellogg's) - Cadbury tops for 5th year running HEALTH & WELLBEING - Panadol (runner-up Band-Aid) RETAILERS - Bunnings Warehouse (runner-up Big W) CARS - Toyota (runner-up Mercedes Benz) AIRLINES - Qantas (runner-up Virgin Blue) SOFT DRINKS - Coca Cola (runner-up Pepsi) BEAUTY & COSMETICS - Gillette (runner-up Palmolive) WHITE GOODS - LG (runner-up Westinghouse) MOBILE PHONES - Nokia (runner-up LG) ELECTRONICS - Sony (runner-up Panasonic) COMPUTERS - Hewlett Packard (runner-up Toshiba) CREDIT CARDS - Visa (runner-up MasterCard) BANKS - ING Direct (runner-up Bendigo Bank) TELECOMMUNICATIONS - Vodafone (runner-up Optus). (Interesting to note that the only Australian company on this list is Bunnings (Qantas is only partly Australian owned). What do your Customers think of you? Do you have the processes in place to be on next year's list? The most cost effective way to keep your Customer Service, Sales Processes and Customer Satisfaction in check is with a Customer Service Monitoring Program! Statistics prove that 93% of Customers indicated that quality Customer Service was vital to maintaining brand loyalty. 68% of Customers stopped doing business with a company due to poor service. Yet 95% of dissatisfied Customers would continue to do business with a company if their problem was fixed quickly and satisfactorily. This proves that Customers will remain loyal to a brand, product or service if they feel valued by those serving them and are offered good Customer Service. Our Mystery Shopping Programs monitor and help improve Customer Service levels and our Customer Satisfaction Audits pinpoint most importantly why your Customers are remaining loyal or defecting to your competitors. Click here for more information. Enjoy this issue!CUSTOMER RETENTION LEADS TO BRAND LOYALTYIt has been repeatedly shown that good service leads directly to increased Customer retention rates (Oliver, Nett Effect surveys). The emphasis here is on ‘good'. You can't expect Customers to stay simply because the service wasn't bad. In other words, their service has to be of a high standard to genuinely keep Customers. One estimate suggested 95% of Customers that experienced no problems will remain loyal, and another suggested that over 90% said they would buy from the supplier again if they had no problems (SOCAP). STRONGER POSITION IN THE COMPETITIVE MARKET PLACE Studies have shown that companies identified as being good service providers tended to have revenue growth at twice the rate of their poor service competitors (De Vrye survey). A related finding was that the good service companies market share increased by around 6%, while poor service companies lost approximately 2% market share per year. It has also been shown that good service businesses have a greater ability to hold market share during a recession (Lyons survey). Source: www.business.gov.au Sales Corner!BEING MEMORABLE AND ITS RELATIONSHIP TO CUSTOMER LOYALTY! What causes ‘word of mouth' which is the cheapest (and most effective) form of advertising? When your encounter with your customer is complete, he or she will say one of five things about the experience with you behind your back; Something greatSomething goodNothing at allSomething badSomething really bad Ultimately, it's up to us as Salespeople to determine what that is. In Australia, most of the time it will gravitate between nothing at all (most frequently) something really bad and if we're lucky; something good. Rarely is it something great! What are your Customers saying behind your back? We need to be aware of this at all times because it will determine not only the fate of that relationship but the fate of other potential relationships with prospects in your Customer's circle of influence. Remember the six degrees of separation. We need to aim at something great! So how do we achieve it? The single most important word in your game plan needs to be MEMORABLE. Being creative, causing the occasional WOW in the hearts and minds of the client and passing the benchmark of what the competition does. How many companies' mission statements say things like, "we want to be the No 1 company" or "we want to exceed our customers' expectations" without a dedicated plan or idea of how to go about it? Plenty; that's how many. Here are a few tips on creating that point of difference: Maintain your databases as if your lives depend on it. This is intelligence - not mere information.Be honest with your data. The integrity of your intelligence is vital to future relationships and necessary to the integrity of your business. Note: both meanings of the word ‘integrity' were intended.Make communication proactive. They ring you with a situation; your response is an excuse. You ring them proactively; it's an explanation; even when it's bad news. Make the occasional gesture. Gestures cost less than initiatives! The unexpected gift of a single rose for no reason has far more impact than a dozen roses on an anniversary. Remember the chemistry of a relationship keeps it alive and vibrant - good advice at home as well as at work!Make your sales presentation as memorable as you can by keeping it interactive and enthusiastic; always seeking commitment as you go! Whether you're selling a product or a service, it's a mistake to list features without describing the advantages and benefits of them AND THEN SEEKING AFFIRMATION from your Customer as to how close this fits to WHAT THEY WANT! Source: Steve Wren - Kingsway Training ********************************************************************************************************* Copyright @ 2008Focus Plus Service Auditors Home l About Us l Our Services l Why Monitor l Links l Privacy l Sitemap l Contact Us web designers - xenex-media.com
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http://www.focusplus.net.au/
Focus Plus Service Auditors 2008 October
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