Archive for July, 2010
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For business owners, gaining an understanding of the ability of their staff in terms of customer service is crucial. It’s a much repeated fact within the retail sector that a customer will tell two friends if they have a good experience, and if they have a bad experience they will tell seven. For restaurants, the customer service provision can be just as important as the quality of the food itself, which is why introducing mystery shopping is such a great way of keeping standards high.
The team here at Amber Arch work alongside a number of clients to provide efficient and accurate measurements and analysis of service. We can show you exactly where you may need to improve, as well as areas of strength and expertise. In addition, we can provide expert training that will have your staff up to speed with exceptional customer service practises.
Mystery shopping is the only method of examining the level of service you are providing – crucially from the perspective of your customers. Secret shoppers are the most cost-effective way of providing you with the invaluable knowledge you need to progress as a company, and develop your competitive edge and build customer loyalty.
There are numerous ways to test satisfaction, but the most popular are mystery shopping visits, competitor visits, focus groups, exit polls and, indirectly, staff satisfaction surveys. Competitor visits are a great way of understanding areas that you need to improve on, and things at which you excel. In terms of a restaurant, service is such an integral component of the whole experience that any advantage that can be levered here will stand you in good stead.
While mystery shopping visits are the best way of gaining an immediate understanding of the levels of service on display, other more informal methods can be equally as useful. A combination of the tools outlined above may be the most effective means of finding out how to improve your business.