Less than 3 Minutes to Better Customer Service
Improve your customer service & raise your profits with service analysis tool & step by step action plan. Be honest! You can use the results and our custom recommendations to improve your customer service and grow your profits!
1. Do you have S.M.A.R.T. Service Standards that the organization lives? *
2. Do you train team members in customer service and standards expected of them? (This means more than an hour in “orientation”.) *
3. Do you run refresher sessions consistently on customer service for all team members? (Once or twice a year is not enough.) *
4. Are all front and back of the house team members included in the training? *
5. Are you consistently treating team members the way we want to treat our “best” customers? *
6. Do team members currently appreciate the importance of 'internal customer service'? *
7. Do you give all team members the opportunity to put forward practical suggestions about how they feel customer service could be improved? *
8. Do you have a real time unbiased feedback platform in place? (Comment cards are not a real time feedback platform.) *
9. Do you use a mystery shopping program to provide feedback? (At least quarterly.) *
10. Do you take action where possible on customer suggestions/common complaints? *
11. Do you keep team members informed about our Advocate scores and action being taken to improve it? *
12. Do you reward team members who provide a “WOW” or exceptional customer experience? *
13. Do you, as a management team all 'lead by example' the S.M.A.R.T. service standards? (Refer to Question 1) *
14. Does your customer service training use “accelerated learning” techniques? *
15. Do you make customer service/Advocate* a regular agenda item at meetings? *
16. Do managers have regular opportunities to experience customer facing roles? (Shadow team members frequently.) *
17. Do representatives of the company visit competitors or other companies that provide exceptional customer service on a regular basis to gain ideas on how to improve customer service? *
18. Do you recruit team members for “attitude” and train for “skills”? *
19. Do you celebrate successes with customers and communicate these to all team members? *
20. Do you focus first on the customer? *
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