by studio98 | Sep 11, 2010 | Businesses
Mystery shopping programs help direct staff training and measure how CUs stack up against competitors A senior citizen walked into his Dallas credit union to discuss his soon-to-mature share certificate. Interest rates had dropped, and he was looking for a better way...
by studio98 | Sep 11, 2010 | Businesses
An element of almost every retailer’s marketing strategy today is devoted to convincing potential customers that their stores offer more friendly, efficient and personalized service than its competitors. But do your customer contact personnel really live up to...
by studio98 | Sep 11, 2010 | Businesses
Mystery Shopping Is One Proven Way To Know For Sure Recently, I was running low on dog food so I called the local hardware store and asked how late they’d be open. The employee who answered the phone told me that the store was closing in the next few minutes,...
by studio98 | Sep 11, 2010 | Businesses
Androscoggin Savings Bank in Lewiston, Maine, knew it was doing “OK” in the area of customer service, but it had no concrete evidence to back up that assessment. And in community banking, where what you’re often really selling is customer service,...
by studio98 | Sep 11, 2010 | Businesses
“Reward, whether in the coin of the realm or the psyche of the recipient, is critical to a service improvement program.” Ron Zemke, Service America In our experience, the nature of the reward is not critical. The key is to “catch employees in the act...
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