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Our blogDecember 2014 Client Newsletter – The Alarmingly-high Cost of Poor Customer Service
In this month's Client Newsletter: What is the alarmingly-high cost of poor customer service? Prepare to be shocked! Secret shoppers: how they can turn around your business Upcoming events Click the link below to view the full December 2014 Client Newsletter (PDF)....
“Enthusiastic” and “accommodating” make for good service
I had gone into the gourmet grocery store intent on taking advantage of the email offer I had received yesterday—a really, really good buy on fresh raspberries. No doubt this was a “loss leader” at the store, where I otherwise think twice before buying anything...
“INDIFFERENCE” SHOULD NOT BE THE ATTITUDE YOUR EMPLOYEES EXUDE
On a blustery, winter day I happened upon the PERFECT pair of summer sandals in the clearance section of a sporting goods store I had wandered into merely to kill time. The price sticker on the lonely pair was ripped and hard to read, but the price was still clearly...
What is good customer service?
We’ve all had those experiences: a retail clerk that cannot put their cell phone down long enough to answer your question. a customer service rep on the other end of the phone who says they can’t help you, so they transfer you to someone else who also can’t help...
November 2014 Client Newsletter – It’s All About The Service
November 2014 Client Newsletter
Shopper Newsletter Qtr 4, 2014
Shopper Newsletter Qtr 4 2014
Reward your Whistle Blowers
The banner on the web site said “Free art setup.” But when the customer went to order a product with his business logo on it, a setup charge was added. He mentioned this to a customer service rep, who explained that the banner was referring to a different type of...
Trusting your customers will reap rewards
It was one of the more stupid things I’d done in a long time: With a rare Saturday all to myself, I hopped in the car and drove 1.75 hours northward to a tourist/shopping destination, King Arthur’s Flour in Norwich, Vermont. I had one required purchase to make, and...
Are you listening?
A customer alerted a business from which he had just purchased something that he had been charged twice for it, according to his credit card statement. The business had used a card swiper attached to a Smartphone to run the card. When the business owner checked with...
October 2014 Client Newsletter
October 2014 Client Newsletter - Maximizing Mystery Shopping