How can a small business determine the quality of customer service they provide?
Kathy: By continually measuring it by hiring a third party to perform the inspections and sharing the results with their staff on a regular basis, it will help to instill a customer service culture within their business. When employees are aware of such programs they will perform better. What gets measured gets done. What tools can a small business use to get feedback from their customers? Mystery Shopping, IVR Surveys (toll-free phone number survey), website surveys, intercept interviews are the most effective as ongoing measurements. How can a small business use these tools to improve customer service? Kathy: They use the tools as a way to constantly improve and get better. Our clients see an increase in revenue. It gives them an opportunity to reward good behavior and continue to train employees to make them better not just in the area of product knowledge, but customer service training and sales training as well. One of our restaurant clients used their mystery shopping program as
