What are the long term benefits of good customer service?

Does customer service hold the key to your business success?

Having a bad experience with customer service is never positive; it only puts you off returning to a business because of said service. Maybe you’ve encountered someone with a poor attitude or you’ve had someone speak to you in an offensive manner on the phone: regardless of what it is, you’re more likely to go elsewhere if you’re feeling let down by a business. But, if bad customer service will push customers away, can implementing good service help draw them back to your business? Find out in our latest blog.

How can you increase customer loyalty and what are the benefits of this?

When you’re analysing the overall quality of your customer service, a vital indication of great service is customer loyalty. Customer loyalty is exactly what you think it means; having a group of customers who are loyal to the brand, so they’ll recommend to others and do repeat business. A study recently revealed the a massive 68% of customers leave a brand or service simply because that suffer a bad experience with the company in one way or another. This customer will, on average, talk about their bad experience with around 8 people, but this can stretch to a considerable 25. It’s more common for a customer to talk about bad experiences than good ones.

Retaining customers through loyalty

The first major benefit of providing good customer service is maintaining a high level of customer retention. It’s common knowledge that if you make a customer happy, they’ll return multiple times to do repeat business. For this to become common practice in your business, you’ll need to have well-trained customer service reps who can deal with issues and handle questions on a one to one basis, as this will ensure that their needs are met. Customer service reps who listen to their customers will go a long way in terms of customer appreciation; even if the problem isn’t solved right away, it’s beneficial to the customer as they’re happy that you’re trying to fix their problem.

Improve your employee retention to see the benefits

If you have a good team of customer service reps, who understand that they’re the representation of the company on a one to one basis, then you’ll be more likely to communicate effectively with customers over the phone and face to face. If you deliver the correct training on how to deal with phone calls, you’re more likely to increase employee retention.

Save money through brand ambassadors

Having great customer service can relieve a lot of pressure on your company to attract new customers. Delivering great service will give you a massive helping hand in attracting new clients, as word of mouth is one of the most popular ways of generating business. When you impress a customer and give great service, they’ll tell their friends about your company, so not only are you delivering great service, you’re also moulding your current customers into brand ambassadors, free of charge!

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We hope you have a wonderful Christmas, from all of us here at Retail Maxim!

Mystery shoppers: the benefits

Times has evolved from surveys and questionnaires of rating customer experience, mystery shoppers are the new method to extract customer satisfaction.

Below we explore the benefits of employing a mystery shopper within your organisation:

New experience
Some mystery shoppers you have employed may have already visited your company prior employment, but others will be experiencing something entirely new, which means no biased opinions that will affect their view of your business.
This is an opportunity to learn what the experience is like from someone who is trained to give your feedback, similar to the way a real customer would view the sales process.

Customer satisfaction
Mystery shoppers are specifically trained to evaluate customer service, which will give you an insight into the satisfaction of your customers.
You’ll be able to find out if any of your employees are behaving unpleasantly towards customers, which inevitably it leading to low satisfaction scores, and you’ll also be able to see how your employees work when you’re out of the office.

Low cost
Depending on the company and the shopper, mystery shopper services do tend to be at a low cost. It’s something that doesn’t require much investment, to get the sort of feedback you’re receiving.

Keep employees on their toes
Employees that are aware that a mystery shopper may be visiting their store, will be more likely to excel in providing excellent customer service to every customer, knowing that they may be being evaluated.

For more information on mystery shopping, visit our website!

How can mystery shoppers improve your customer service?

Mystery shoppers can give you a service unlike no other, but why use it?

Mystery shoppers are, quite simply, those who carry out the services of improving customer service for companies across the world. Acting as a customer, they test the customer service department as some form of auditor. Mystery shoppers worldwide carry out tasks at the places of business, on a company’s website or simply over the phone.

Unlike most real customers, these mystery shopping professionals are trained to look for specific qualities in the customer service that they’re analysing. They measure the qualities in your customer service representatives, offering feedback on the level of customer service that they receive, giving suggestions that raise the bar on customer satisfaction levels.

With these handy tips below, we help you determine whether mystery shopping is a step in the right direction for your business:

 What are the benefits of mystery shopping?

Before you sign up for a mystery shopping programme, you should consider what the benefits would be to your company. Work out what exactly you’d like to reap from the process. Some of the benefits of mystery shopping vary, but here’s what’s included:

• A different perspective! You’ll gain the ability to view your business through the eyes of the customer, learning just what your clients think of you at first impression. This is the only way to gain this perspective, as trying to gain this from someone within your company won’t convey as effectively.

• An overview of your customer service! A gifted mystery shopper can tell you what exactly works in your customer service programme and what doesn’t, allowing you to make the relevant changes.

• A spot on evaluation of what your customer service offers. Mystery shoppers will display whether your employees offer a valuable customer service experience, allowing your employees to earn the correct skills, providing a positive impression on your clients.

Mystery shoppers can accurately assess the state of your customer service, finding which area of your customer service should be corrected in your customer experience. This allows for you to fine tune any deficiencies that exist in your staff training.

Mystery shopping is of great importance to customer service
Mystery shopping is of great importance to customer service

Starting a mystery shopper program

Given the benefits above sound like something you’d wish to incorporate into your customer service experience, it’s time to start your mystery shopping program! Take these steps in order to get ready for the experience:

• Tell your employees that you are starting the program, just to make sure that they don’t feel blindsided after the program takes place. Tell them it’s not something they’re doing wrong, rather a training tool for could be used to raise the level of service offered by your staff.

• Discover what you want to get out of the mystery shopping service. Setting particular benchmarks will allow for you to monitor just how well your program is going.

• Find out which mystery shopping service will best meet all of your needs and budgets. For example, you can hire a larger company that can operate in a number of outlets nationwide but this isn’t exactly necessary if you have just one store.

Mystery shopping can be used as one of the most effective ways to evaluate your current state of customer service that’s available to your audience. A professional in the mystery shopper service will give your company guidance in ways to raise the standards of your employees, giving you a level of service that pleases all.

For more on mystery shopping programs, please visit our website.