Mystery Clients
A very powerful method used to measure customer experience!
Companies recognize the importance of measuring customer experience, but many still confuse very different concepts:
Quality of Service / Customer Satisfaction / Customer Experience.
The result of this fact is that many companies, measure little or poorly the customer experience.
Mystery client: our mission at Telemarketing Performance for:
• Evaluate your customer service;
• Evaluate quality of service;
• Evaluate customer satisfaction;
• Evaluate marketing experience of your company;
• Evaluate your policies and company standards,
• Check the application of promises made in advertising;
• Check explanations of different carrier promotions by your staff;
• Evaluate sales skills of your staff;
• Evaluation of your competitors.
The Mystery client’s role
You provide the facts of the conversation to help you improve your services. The mystery shopper evaluates on condition of anonymity.
• Quality of service;
• Customer satisfaction;
• The customer experience;
• The quality of your customer service;
• The sales skills of your staff.
Our telemarketing mystery client program is custom, flexible and designed to optimize the specific needs of your business.
Our mystery clients are experienced and specially chosen for the diligence of their analytical skills and their professionalism. Our mystery clients are also skilled at evaluating.
• Your policies and company standards;
• The application of promises made in advertising;
• The explanation of the different promotions by your staff;
• The evaluation of your competitors.
We design with you the form and structure of the databases. Useful source of information for analyzing, correcting or re-engineering customer processes. Databases are written in a constructive way.
The report will provides you with:
• Develop a structured service policy;
• Diagnose training needs;
• Encourage staff members to develop and maintain good habits;
• Standardize the application of your quality standards;
• Aim for impeccable service in a continuous improvement program.
• Allow feedback from employees that can be attached to a reward and / or consequence program, depending on performance.
Your customers, assets to protect!
You know better than anyone else the cost of acquiring a new customer. If the client leaves, reconquering them then becomes a gigantic challenge ... and very expensive one.
The Mystery Client service allows you to better know the pulse of a customer following a service offered by your company. This gives you good insights on how to improve your customer service to retain your valued customers and provide a good service to a new pool of potential customers.
Why use the Mystery Client service?
To measure the quality of your services.
• Do you really know what your customers think of your customer service?
• Are your advertising ad well delivered out in the field?
• Do your customers receive the attention they deserve during a transaction?
• Are your promotions well explained by your staff?
• Are your refund policies well respected?
• Do your franchisees meet your standards at all times?
• Do your employees know the products and services properly as to promote them to adequately potential buyers?
• Validation of your training program on the field;
• Verifying corporate policies compliance;
• Ensuring the fulfillment of your advertised promises;
• Evaluation and comparison of your competitors customer service;
• The accuracy of your company's services quality standards and other aspects.
References will be provided upon request when requesting a quote.
