REAL-TIME CUSTOMER SERVICE SURVEY + COMPETITION
WHAT IS EXCELLENT CUSTOMER SERVICE?
Excellent Customer Service is making sure the customer is satisfied with the result. It is acknowledging the customer, listening and understanding their needs, providing possible solutions to meet there needs in a timely manner, communicating clearly and specifically and making sure they understand everything, answering all their questions, while educating them on services that might be beneficial to them.
DO YOU REALLY KNOW ABOUT:
1. How people feel about your organization?
2. Where you stand when it comes to customer service?
3. What your customer wants?
4. How many of your customers had left and never returned?
5. How much your management adequately focused on customer service?
6. How much time your management spent in employee issues instead of working on strategies
on how to improve customer service, reduce complaints and how to retain more customers?
7. How much your team communicates with customer?
DO YOU AGREE?
That your organization’s standard of customer service depends so much on:
1. The management role in providing coaching, monitor and correcting their subordinates.
2. The employee’s ability to provide excellent customer service.
3. The difference between:
3.1 Tell people what to do;
3.2 Show people how to do; and
3.3 Work with people, provide ideas to people and correcting people promptly.
WHAT IS REAL TIME CUSTOMER SERVICE SURVEY?
Real Time Customer Service Survey helped you to get first-hand information directly from your customer and at the same time identify the ability and weaknesses of your team in providing excellent customer service. It is not the just the number and score, but what you have done right or wrong that matters and what causes it is most important.
WHY YOU NEED REAL TIME CUSTOMER SERVICE SURVEY?
Many survey shows more than 60% of customers are willing to spend more money with organization that they feel offers excellent customer service and have spent more with a company that provided excellent service.
Businesses organization shouldn't underestimate the power of word of mouth, when it comes to both good and bad customer service. Nearly 60% of customer would or had told their friends and others about their negative experience. People are more likely to tell others about negative experiences than about positive ones. Happy customers will typically tell about 15 other people about their experience, while dissatisfied customers will typically tell about 24 others.
The mission is to help your business to identify the obstacles you are facing and improve them.
WHAT ARE THE CORE BENEFITS?
The challenge is also a win for customers, as they reap the benefits of employees who are trying to go above and beyond their expectations. Ideally, the changes made to your business's customer service quality will remain in place well after the challenge is over. If not, you can always participate in the challenge again to encourage an even greater response from your team.
Better customer service doesn't just mean happier customers. It's also a must for your company's bottom line. Thus, the performance of your management in handling their subordinate is very important. This survey will also fire up your management to perform their roles efficiently and effectively.
HOW IT WORKS?
● We use 10 criteria to develop score for your organization. which lets you know how exactly your
team are doing.
● We identify what slowed down your business flow? How long does it take you to solve a
consumer’s question?
● We conduct direct survey on weekly basis for a minimum period of 6 months. The findings will be
compiled and submitted with simple score chart at the end of each month. We will also report who
is doing the best.
● The survey can will introduced as a competition within your organization and the monthly findings
will be used as the criteria for competition result.
The 10 criteria are:
1. Facilities (parking space, security control, access & egress, signage and information).
2. Public Area (cafeteria, washroom, waiting room and waiting area).
3. Product Knowledge (everything about the organization, its people and the services).
4. The People (appearance, courtesy, helpfulness and personal hygiene).
5. Basic Customer Service Skills (approach, communication, assistance and reaction).
6. Coaching, Monitoring & Correcting (need identification, method, initiative and commitment).
7. Waiting Time (process flow, working skill, facilities and administrative control).
8. The Management (culture, management style, communication, employee relations, team
development, employee welfare, growth opportunity and employee recognition).
9. The Employee (discipline, fulfillment of obligation, initiative, commitment and learning)
10. Customer Appreciation (appreciating customer, getting & giving feedback, acknowledge
suggestions, communicate with customer and giving the extras).
CUSTOMER SERVICE CONTINUUM
We set the continuum of customer service as:
1 Star - Bad
2 Star - Poor
3 Star - Good
4 Star - Great
5 Star - Excellent
6 Star - Totally Different
QUICK CUSTOMER SERVICE FACTS
1. Without customer, there will be no business.
2. Work hard alone is not suffice, the effort must be intelligent.
3. Only quality management + quality team produces quality services.
4. Knowing what you have done right or wrong and what causes the score is most important.
WHAT IS EXCELLENT CUSTOMER SERVICE?
Excellent Customer Service is making sure the customer is satisfied with the result. It is acknowledging the customer, listening and understanding their needs, providing possible solutions to meet there needs in a timely manner, communicating clearly and specifically and making sure they understand everything, answering all their questions, while educating them on services that might be beneficial to them.
DO YOU REALLY KNOW ABOUT:
1. How people feel about your organization?
2. Where you stand when it comes to customer service?
3. What your customer wants?
4. How many of your customers had left and never returned?
5. How much your management adequately focused on customer service?
6. How much time your management spent in employee issues instead of working on strategies
on how to improve customer service, reduce complaints and how to retain more customers?
7. How much your team communicates with customer?
DO YOU AGREE?
That your organization’s standard of customer service depends so much on:
1. The management role in providing coaching, monitor and correcting their subordinates.
2. The employee’s ability to provide excellent customer service.
3. The difference between:
3.1 Tell people what to do;
3.2 Show people how to do; and
3.3 Work with people, provide ideas to people and correcting people promptly.
WHAT IS REAL TIME CUSTOMER SERVICE SURVEY?
Real Time Customer Service Survey helped you to get first-hand information directly from your customer and at the same time identify the ability and weaknesses of your team in providing excellent customer service. It is not the just the number and score, but what you have done right or wrong that matters and what causes it is most important.
WHY YOU NEED REAL TIME CUSTOMER SERVICE SURVEY?
Many survey shows more than 60% of customers are willing to spend more money with organization that they feel offers excellent customer service and have spent more with a company that provided excellent service.
Businesses organization shouldn't underestimate the power of word of mouth, when it comes to both good and bad customer service. Nearly 60% of customer would or had told their friends and others about their negative experience. People are more likely to tell others about negative experiences than about positive ones. Happy customers will typically tell about 15 other people about their experience, while dissatisfied customers will typically tell about 24 others.
The mission is to help your business to identify the obstacles you are facing and improve them.
WHAT ARE THE CORE BENEFITS?
The challenge is also a win for customers, as they reap the benefits of employees who are trying to go above and beyond their expectations. Ideally, the changes made to your business's customer service quality will remain in place well after the challenge is over. If not, you can always participate in the challenge again to encourage an even greater response from your team.
Better customer service doesn't just mean happier customers. It's also a must for your company's bottom line. Thus, the performance of your management in handling their subordinate is very important. This survey will also fire up your management to perform their roles efficiently and effectively.
HOW IT WORKS?
● We use 10 criteria to develop score for your organization. which lets you know how exactly your
team are doing.
● We identify what slowed down your business flow? How long does it take you to solve a
consumer’s question?
● We conduct direct survey on weekly basis for a minimum period of 6 months. The findings will be
compiled and submitted with simple score chart at the end of each month. We will also report who
is doing the best.
● The survey can will introduced as a competition within your organization and the monthly findings
will be used as the criteria for competition result.
The 10 criteria are:
1. Facilities (parking space, security control, access & egress, signage and information).
2. Public Area (cafeteria, washroom, waiting room and waiting area).
3. Product Knowledge (everything about the organization, its people and the services).
4. The People (appearance, courtesy, helpfulness and personal hygiene).
5. Basic Customer Service Skills (approach, communication, assistance and reaction).
6. Coaching, Monitoring & Correcting (need identification, method, initiative and commitment).
7. Waiting Time (process flow, working skill, facilities and administrative control).
8. The Management (culture, management style, communication, employee relations, team
development, employee welfare, growth opportunity and employee recognition).
9. The Employee (discipline, fulfillment of obligation, initiative, commitment and learning)
10. Customer Appreciation (appreciating customer, getting & giving feedback, acknowledge
suggestions, communicate with customer and giving the extras).
CUSTOMER SERVICE CONTINUUM
We set the continuum of customer service as:
1 Star - Bad
2 Star - Poor
3 Star - Good
4 Star - Great
5 Star - Excellent
6 Star - Totally Different
QUICK CUSTOMER SERVICE FACTS
1. Without customer, there will be no business.
2. Work hard alone is not suffice, the effort must be intelligent.
3. Only quality management + quality team produces quality services.
4. Knowing what you have done right or wrong and what causes the score is most important.