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Our blogE-mail mystery shops help this bank evaluate the service that employees offer online customers
Mystery shops have led to more personalized e-mail communication Wouldn't it be great to see exactly how employees communicate with your customers via e-mail? Lake Sunapee Bank ($670 million, Newport, New Hampshire) now has that ability. With its employees'...
Recording telephone mystery shops has helped this bank improve employees’ sales and service skills
Employees and supervisors can hear the tone of the conversations Lake Sunapee Bank ($670 million, Newport, New Hampshire) has taken its existing mystery shopping program up a notch, says Angie Deschenes, VP/Retail Banking. "We've done in-person and telephone mystery...
Consider the varying age groups of your employees when conducting mystery shops
One thing to think about when you’re developing a mystery shopping program using a company like Customer Perspectives is the age groupings of your employees, the ones who will be evaluated based on their customer service abilities. To use the results of the mystery...
Shopper Newsletter – Qtr 3, 2012
Shopper Newsletter Qtr 3 2012
September 2012 Client Newsletter
September 2012 Client Newsletter Building Customer Loyalty
Employees evaluated on five “dimensions” of service quality
At A Glance: The Five Dimensions Of Service Quality Successful Mystery Shopping Programs At Seven Seventeen Credit Union (Warren, Ohio), shoppers evaluate employees and the branch on the following five service qualities: Tangibles: This includes the physical...
SAYS PART 1-no part 2? Measuring Employee Effectiveness
Part 1 Is direct contact with customers intensive at your bank or credit union? If so, you are putting your organization’s reputation and credibility in the hands of each employee who interacts with your customers. Do you have a systematic and objective way to...
Shopping Audits Measure Employee Effectiveness
Shopping audits can help you determine the effectiveness of your internal marketing strategies so that you may upgrade them, thereby enhancing your image, your service and your market share. You will, in effect, be minimizing human “turnoffs” and thereby keeping the...
Thinking of being a Mystery Shopper? Mystery Shopping FAQ’s
Cathy Stucker is the author of "The Mystery Shopper's Manual" and in that book, she offers these answers to commonly asked questions from those considering taking up mystery shopping. What is mystery shopping? Mystery shoppers are paid to act as customers in...
THE LIFETIME VALUE OF GOOD CUSTOMER SERVICE
There is a Target and a Walmart in my neighborhood. Prices are pretty similar – Walmart is probably cheaper. Why then, do I continuously find myself at Target for various and sundry items? In short, Target “gets” the concept of customer service. Whenever I need to...