Businesses are constantly looking for ways to improve their customer service. For a business to grow and excel in customer satisfaction, it is important to measure the customer buying experience in an objective manner. Continue reading “How Mystery Shopping can Improve your Business”
It is likely that you are aware of mystery shopping, however, many do no know how mystery shopping is keeping costs in check for the average consumer.
A common task that is assigned to mystery shoppers is checking for brand integration. Seen more frequently in businesses that have had a change in ownership.
The idea is for feedback from the shopper will give the chain owners a sense of how the brand’s identity is translating at the customer’s level. This is a way of saving money as it ensures you are getting what you pay for, as an example, you should not be paying the price of a four-star hotel room that displays the branding of a three-star chain.
Recently, businesses have started to pay attention to how they treat their customers.
Companies that use mystery shoppers to audit customer care will benefit from that information to tweak their processes so to be more customer friendly, thus, gaining that extra expenditure of 13% consumers are willing to spend because they received great customer service.
The bottom line
Mystery is shopping is much more than the perks of gaining free food and getting paid for shopping.
It’s a tough role as shoppers will need to a detailed eye and note down everything about their experience, the description filling pages – all of this documentation is for the store owners to use for process improvements.
As long as there is a variety of choice in the places to shop, you ultimately can spend the money how you see fit.
Mystery shoppers grant you to stretch the pound by slimming the possible risk any bad experience could happen in the beginning.
Please visit our mystery shopping jobs page if you think you have what it takes to become a mystery shopper, or if you’d like to know more about the role.
Retail Maxim is a mystery shopping company.
Mystery shopping is all about satisfying the customer, as their satisfaction is the key component for the success of a business.
Customers are expectant of quick, efficient service; they expect not to be put on hold and will look towards social media to add a complaint or ask a question.
Below, we’ve listed a selection of tips to ensure that your customer service is of the highest standards online:
Deal with common questions
FAQs (frequently asked questions) are a brilliant way of reducing the amount of repetitive questions that are asked, by featuring a well thought-out FAQ on your website, customers will be able to see that their query may have been answered.
Include warranty information, video clips, return and exchange policies and anything you thing customers may find useful from your company; it gives a sense of being ahead of the game.
Automatic responses stating that someone will be replying to a query 24 – 48 hours later is unacceptable, your customers will have sought out service elsewhere by then.
Deter from automated responses and implement a policy somewhere that you will strive to get back to queries within so many hours or as quick as possible.
Speedy on social media
A majority of customer will look to social media to ask questions or complain, and because of platform not being an official means of branding for your business (more for advertisements etc.) you should be able to reply quickly, without solving the question at the present time, but assuring them you are there and have heard their request.
A customer’s privacy should be of utmost importance, do not, under any circumstances, ask for a customer’s personal bank details.
This information will not only put them at risk, but your business is likely to make customers feel uncomfortable and they will lose trust in your brand.
Careful of jargon
Ensure that your customer service representatives understand that not every customer they come into contact with will understand the common jargon used in your area of industry.
Use clear replies and be direct when answering questions – too much detail can be confusing.
Customer support teams will need to have thick skin to be able to deal with angry customers, it’s not professional to shout at customers who are shouting at you.
By being calm and handling the situation with apologies, it should lower the temper of the customer.
For more information on customer service tips, or our services we offer, please visit our website!
As managers lead their teams and projects, they strive for improvement in each aspect of their work. Specifically, the most effective improvement opportunities likely exist with how managers manage their employees- individually and as a collective team.
Here are tips on how to avoid the 3 most common mistakes that managers make with their employees – and, how they can work to avoid these mistakes. Continue reading “3 Common Managerial Mistakes and How to Avoid Them”
As Christmas is a time for giving, here at Retail Maxim, we thought we’d share something special with those less fortunate over the festive period. Instead of sharing Christmas cards, we all donated the money to a little office fund, one that would benefit a family across the UK over Christmas.
We raised £40.35, purchasing a number of food items and essentials, which was then donated to a food bank.
Please share this with your friends and share a thought for those who aren’t as privileged going in 2015.
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!
We hope you have a wonderful Christmas, from all of us here at Retail Maxim!
Mystery shopping provokes many questions: what it is to what the minimum age to become a mystery shopper is.
What is a mystery shopper?
Someone who is considered a mystery shopper will pose as a customer, all the while assessing the customer service they are receiving by the company or organisation.
How can I become a mystery shopper?
To apply for the position of a mystery shopper, you can view our criteria and apply for a position: Mystery Shopper Criteria
What does mystery shopping entail?
The role of a mystery shopper can be done via email, website survey, face to face visit or home visit.
It’s quite a lengthy list.
What about Telephone Mystery Shopping? Or better Video Mystery Shopping?
What type of person has the ability to become a mystery shopper?
The qualities that are sought out for when looking at potential mystery shoppers are exceptional memory skills, observational and writing skills.
Those who desire to be a mystery shopper must be committed to their work, should be flexible, have the ability to meet deadlines but must be enthusiastic and reliable also.
Can mystery shopping be a full-time profession?
It has yet to be done to make a full living out of a mystery shopper role, as assignments vary with locations and many clients can be specific, as an example, a client may require a female between the ages of 18 and 26 to go to a retail store.
Mystery shopping is perfect for someone who is looking for a side job earning them money.
Are there any disadvantages of becoming a mystery shopper?
There aren’t any disadvantages per say, although once as assignment has been set, it must by all means be seen through from start to finish, within the applied deadline.
Work must be done effectively and efficiently – it should never be revealed that you are a mystery shopper if you are suspected to be one.
Is there a minimum age of becoming a mystery shopper?
There is no official age limit for becoming a mystery shopper, although if you are given an assignment and you are under 18, permission will be required from a parent or guardian.
Do I need qualifications to become a mystery shopper?
To become a mystery shopper, you must be able to speak, read and write in English competently and must have exceptional grammar and punctuation skills for reports that will need to be written.
It is also quite beneficial for you to have access to a computer/laptop with internet and email.
For further information on mystery shopping and our services, do not hesitate to visit our website!
Trust is a thing that’s incredibly tough to earn. Making your customers trust you as a business and instilling a loyalty element to your relationship is incredibly important to gain, yet it’s also easily lost.
It’s not uncommon for a company to lose touch with their customers: businesses rely on their employees to keep them in constant touch with their customers, yet a simple disagreement between these two parties can cause a loss of business for this company. Trying to keep up with demand from customers can be a tricky business as it’s not guaranteed that a customer will tell you outright when they have doubts about your company or the services on offer. Here’s how you can notice any negative signs within your customers:
There’s less contact between you.
If customers don’t come in as regular as they usually do, or they often miss making regular orders, they could be expressing their dissatisfaction without making a direct message to you. They could also be exploring other options, simply waiting until their contract is up with you and switching to a cheaper or better deal.
They seek advice from other businesses
If you’re a trusted business that has trustworthy sales people and advisers, they wouldn’t be trying to read information or find out things from other businesses. This could suggest that a customer is seeking advice from experts other than you, which could lead to the development of new business relationships.
They ask more questions
Customers who lose trust in your business will often start asking more questions than they usually would – they could often question the processes, practices and contracts regarding your business. It’s commonly a sign that they feel a level of distrust with your business.
They could be quiet
If customers aren’t offering the same level of feedback that they used to, you shouldn’t be surprised if they suggest you’re not listening to their opinions. They often won’t complain, compliment your business or even offer alternative suggestions.
So, what can you do to change this?
The best thing to do for your business is to monitor any accounts for these activites. You should always encourage sales and service clients to note any changes in the attitude of your customers.
It’s advisable that you also have a team who can reach out to your customers who may be losing interest because it might just bring them back.
For more on customer service hints and tips, please visit our website.
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:
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.
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.
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!
Customer service is such an important factor to consider for your business, as it has the power to make or break it.
If customers are unsatisfied with your employees or feel they aren’t being treated as a customer should be, they will go elsewhere for their purchases and will probably even suggest friends and family members to avoid your business.
Of course, you do not want that, so it’s important to train up your employees to serve the best customer service and then monitor it, so it continues at a satisfactory level.
When customer service is high, customer satisfaction will be even higher and that’s perfect for business.
Customer service comes in many forms, and you may not even realise you’re doing them, so remember to pay attention to what you’re doing at all times.
An example? – A customer could walk into your retail store and ask for a specific item. you may not have that item in stock but you do have a similar one that does the same thing, so you say, ‘I’m sorry we don’t, but we do have another product that serves the same purpose, maybe you might interested in that?’ – That’s customer service.
Another form of customer service is over the phone.
No matter what type of business you are running, you will get customers calling on the phone – either to be asking about the hours of operation or regarding a purchase they may have recently made.
No matter the reason for calling, you employee answering should know how to answer appropriately and maintains mannerisms at all times.
People will continue to do business with you if they are treated kindly and with the utmost respect; if treated the opposite way, customers will be driven away.
Following up with customers is another form of customer service.
Showing your customers you care about the and you want to make sure that everything they have and need is working efficiently and at a standard they like, they’ll be grateful for that and will remember you.
Plus they won’t be afraid to come to you if there’s a problem they may need assistance with, and won’t think twice about recommending you to friends and family.
One last form of customer service you should ensure happens is helping your customers. No matter if they are young or old, by helping them to their car when they have quite an arm load of products, you are showing you care.
Another way is by helping them selecting the right product for them, by helping them understand which will cater best for what they are purchasing that product for.
It’s crucial to keep the customer in mind by providing them excellent customer service, if you do not, they will leave and go to your competitor.
For more information about customer service and our mystery shopping services we offer, visit our website!