The forgotten aspect of customer service
What’s the forgotten aspect of customer service? One advantage of running a Mystery Shopping company is that I get to see great detail what works
11 July 2019 No Comments
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What’s the forgotten aspect of customer service? One advantage of running a Mystery Shopping company is that I get to see great detail what works
I was just completing a report for a new banking client and noticed two measurements heading in opposite directions. Their mystery shopping scores were low,
How do you get an 18-year-old cashier to care.? How do you get a labourer on a construction site to care? How do you get
That’s a typical Australian welcome to a retail store. “Are you right there” is right up there with loose and useless statements. It can be said
Osteria Francescana was voted the best restaurant in the world for 2018. If you look at the Trip Advisor reviews, you will see 86 people
Don’t be confused. Information is not wisdom. I’ve heard a lot of people say things like “wisdom is everywhere” – thanks to the internet. But wisdom
What’s the purpose of customer surveys? If you think it’s to measure customer service you may want to re-consider. Surveys measure what the customer thinks
Being in the Mystery Shopping business, I often get asked some good examples of great sales. Here’s one of my own where a cab driver
Chinese shoppers are renowned for their price sensitivity and intense negotiations. I spend a lot of time there, yet I’m constantly surprised at the pace
Back-of-house Staff can usually hide their habits. (This 7 second video is to be seen to be believed – for its ordinariness) To increase transparency, some restaurants put the
The future has arrived – in China. I’m fortunate enough to travel to my Shanghai Mystery Shopping office every 3-4 months. Since my last trip
Marketing is not often viewed as customer service centric. It’s seen as the funnel filler before Sales takes over. But marketing is more than that
Customer Service is about more than answering questions. You need to understand the purpose of the customer’s inquiry. When they call asking a question, customers
It’s easy to know if you hit a sales goal, right? But you know it gets more nuanced and complicated than that. What if a
In this episode we look at how to sell with meaning. We all know you should sell with Features and benefits, but I’ll suggest switching
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