deliver customer service interactions that make customers want to come back
understand how your "on-the-floor" customer service experience makes your customers feel
Today, we operate in a highly competitive online and physical marketplace where providing an experience can make brands effective competitors. In-person or on-the-floor Customer Service is a crucial part of the customer experience. How your employees interact with customers before, during, and afterwards has a large impact on how the customer will feel once they leave.
Our model is tailored to look at your unique brand values and your industry, be that retail, dining, or hospitality to evaluate exactly the impact of your employee interactions, behaviors and attributes, on your customer experience. Talk to us today to see how we can evaluate your Customer Service Experience for you, or enable you to use the Index for your own feedback programs.
Discover what your in-store environment and customer service interactions feels like.
Our in-store Customer Service Index was created using our proprietary approach and covers over 30 attributes across 7 core factors that create an environment and interactions where customers will feel positively about their on-the-floor experience.
Understand where to focus and what actions will lead to results.
Because this focuses on the interactions between your customers and those employees that are there to assist the customer and meet their needs, your evaluation will result in tangible focus areas that you can easily direct efforts towards in the way that makes the best sense for your business.
Compare and leverage strengths to increase the total experience.
The Index can be used for comparisons across different locations or departments so that you can leverage the strengths in a way that the whole experience can be elevated. The evaluation includes specific, focused action items to develop each location or department in the most optimal way for them.
Expert scenario based "secret shopper style" evaluation options.
We can evaluate the Index for you using our Experience experts who will in "secret shopper style" evaluate your on-the-floor service experience using a variety of carefully designed scenarios. They will use their expert knowledge of the complex relationship between situational indicators and how they correlate to the customer service experience, as well as the best way to evaluate them.
Or, we can provide this capability to you and help you create your own secret shopper program.
how we measure in-store Customer service
Our evaluations look at over 30 attributes that cover 7 core factors of a positive customer service interaction.
How behaviors and attributes of employees uphold the brand feel and enable customer's to experience the brand values.
How the level of knowledge and situational awareness helps create the best possible interaction experience.
How the attitude and communication style and response impacts the way the customer feels.
How the way that employees carry themselves in normal and heated moments impacts the customer's perception.
How behaviors and characteristics of employees enable the customer to feel a level of trust and connectedness to them and the brand.
How the actions of employees impact the perceived speed of service.
How the actions and behaviors of employees contribute to the feel of the environment for the customers.