Customer Service

The Key to Understanding Your Customer

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Just like any couple, the company has to build and maintain good relationship with its customers through the customer experience. More than 50% of that experience depends on how the customer feels they are being treated (McKinsey).

The management consultant firm – Bain & Company did a survey towards 362 companies in 2005. The result came out interesting. About 80% of the companies claimed that they deliver “superior” customer service. Meanwhile, speaking from the customer’s perspective, there were only 8% of the customers think that the same companies really deliver “superior” customer service.

This fact tells you that the company oftentimes misreads the market because they don’t truly understand the customers. To do so (understanding your customers accurately), companies have to conduct an evaluation from the customer’s perspective. Unfortunately, this evaluation isn’t an easy thing to do without proper knowledge and experience.

In this case, Evaluate Indonesia comes to support any company to do it good and right. As a professional company with more than 8-years experience, we offer the Mystery Shopping as our superior method. This method specifically has 5 focus services, where the Customer Experience Evaluation is one of them.

In this service, the mystery shopping will focus on the holistic observation and evaluation towards our client’s customer service performance. Our main goal is to discover the quality of the companies’ customer service on its true nature.

The evaluation process consists of some steps. First, Evaluate will ask the company to reassure their specific goals, in correlation to the customer experience. Based on that step, we will discover what indicators we need to put attention to, in this evaluation. Next, this process will continue in the making of the mystery shopping scenario.

While doing the visit, a mystery shopper is directed to focus on giving their objective evaluation towards their experience, based on the existing questionnaire. Some things to be carefully noticed, such as: how do the staffs treat the customers? how good are the staffs on dealing with customers and responding the request? are the staffs being helpful? and how well are the staffs manage to comply their task as the responsibility?

The mystery shopping is not just based on buying experience on the store. It also can be conducted towards the buying experience via online channel, the complaint experience, competitor observation, etc.

After the visit, the shopper will give their valuation in the form of report draft, as it based on their visit experience. Afterwards, Evaluate will validate the data from that draft and later process the information carefully into an evaluation report for the client.

The findings as mentioned on the evaluation report are the valuable information, which client can use to judge (1) whether the service already met the company’s term and condition or not, (2) is the customer service strategy succeed or failed, also (3) identify the plus and minus of the strategy implementation.

One thing for sure, the evaluation result will be very useful for the client to understanding the customers’ heart. With this asset, client can personally decide the right direction for its company to reach the best-quality customer.


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Getting to Know Evaluate to Reach the Customer Service Excellence

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Business is all about service because it interacts with various customers every day. The success of this interaction really depends on the service that company offers to its customers.

No business likes to get bad image as no customer willing to give good image to business with poor services. Therefore, any business that wants to be succeed have to build the best service strategy to maintain their intimacy with customers.

Welcome to video profile of Evaluate Indonesia. The name of this company perfectly describes our passion in assuring every company is competent to deliver their best service towards their valuable customers. In order to reach that state, we always strive to find the true voices of the customers and evaluate the true nature of your business.

Take a look on our profile video for further understanding about what we do and how we do it.

Evaluate Indonesia has a firm commitment in delivering the comprehensive services to build the customer service excellence strategy. Our top services are Mystery Shopping, Research, Training, etc.

In giving the best services, Evaluate Indonesia empowers the super team with over 8-years experience on various industries. We implement structured, neat, and focus work mechanism, supported by high-end technology to deliver the real-time services in online base.

Evaluate Indonesia is officially registered as the member of MSPA Asia-Pacific (Mystery Shopping Professionals Association Asia-Pacific). This credibility encourages us to always provide and deliver the best services and reports. Moreover, we implement the highest standard while selecting and training our shoppers to ensure their competency.

Until today, Evaluate Indonesia has been supporting a lot of companies that come from various industries, to improve their service quality. Some of our main clients come from F&B industry, banking, automotive, hospitality, fashion, and more.

7 Essential Skills of the Excellent Customer Service

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Customer service has a very strong impact for a business. Pepper Rogers & Group saying that 81% companies with strong capability and competency for delivering the service excellence will outperform the competition.

But, it’s not easy to accomplish that. Business leaders have been racing to find the right formula to create an excellent service team. There are various studies already explaining the mandatory skills of Customer Service Representatives (CS Reps.) to deliver a service excellence. Among hundreds, we highlight these 7 as “the must have skills” for an excellent Customer Service Representatives.

1.  Acting

Acting is not about pretending to the customer, but it is more about the proficiency in self-control. We know that CS Reps. face various situations and customer’s complaints every day. The great CS Reps. have to control themselves well, no matter what mood state they’re in and no matter how the customers treat them.

Keep in mind these valuable formula:

  • Be calm whenever the customer is panic
  • Be patient when the customer starts to be rude
  • Be positive and optimist when the customer starts to pessimist
  • Be professional whenever the customers being personal

2.  Empathy

“70% of buying experiences are based on how the customers feel they are being treated.” said McKinsey. Customers commonly want to be treated as a human being with decent feeling. Therefore, in this case, it is essential for the CS Reps. to fairly understand and feel the customer’s feeling.

80% experience discover that the CS Reps. never ask their customer’s name (Content Point Client Research). In fact, one of the simplest ways to empathize the customers is by paying attention to their name. Moreover, CS Reps. also have to be able to listen to the customers carefully to find out what the customers really feel and need.

3.  Persuasive communication

78% customers said that a happy customer experience comes from the competent customer services (Genesys Global Survey, 2009). An excellent CS Reps. should be able to persuade their customers that they are the competent and the right person to help.

The proof of a competent CS Rep. is that they are knowledgeable about their company, so they can provide the right answers to the customers and give them the most effective solution. Additionally, persuasive CS Reps. definitely can switch the problem into a solution and push the customer to be loyal to the company.

4.  Positive communication

The customers who calls the CS Rep.  are commonly panic, confused, and pessimist. An excellent CS Rep. must be able to calm them down and raise their optimism.

Therefore, it is a must for the CS Rep. to always use the positive words and the mild intonation while speaking to the customers, in every situation. Focus on the solution. Don’t ever forget to show gratitude as the customers being patient and understanding.

5.  Straightforward

Your customers don’t just want you to calm them down. Specifically, they demand the right and helping answers. In this case, a CS Rep. must give them the clear information.

A straightforward communication is built holistically; from the way of speaking, pronunciation, intonation, the choice of words, to the volume. Hence, the company has to provide the communication training simultaneously for their CS Reps.

6.  Responsibility

Many experiences prove the customers are more satisfied seeing the CS Reps. work hard in finding the solution, whether that solution isn’t work well. Because, this effort shows the responsibility on their job.

Furthermore, responsibility is also shown on how the CS Reps. handle the customer’s request. FYI, the customers hate when you transfer them back and forth. If the CS Reps. understand the brand and the product well, and so the exist guidance and protocol, they can surely help the customers with no need of transferring them to the other staffs. But if they have to, please make sure that they know exactly who are the right person to reach and how to reach them a.s.a.p.

7.  Time Management

Service excellence means punctuality. There’s no customer likes to face the late reply/late answer from the CS Representatives. For this reason, it is a must for an excellent CS Rep. to manage their task priority well and know how to manage the work duration.

You can start building a good time management by manage time to these tasks: replying email, answering the phone, holding the phone or chat, and doing follow up.

Credit :

https://www.salesforce.com/hub/service/important-customer-service-skills-list/ ~ https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ ~  http://www.insightsquared.com/2015/02/empathy-the-must-have-skill-for-all-customer-service-reps/ ~ https://subiz.com/blog/3-valuable-time-management-rules-in-customer-service.html ~ https://www.customerservicemanager.com/customer-service-skills/ ~ https://www.inc.com/jordy-leiser/5-things-elite-customer-service-teams-never-do.html


Is It Effective to Respond the Customer’s Complaint with “Sorry”?

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When all the customer service representatives (CS Reps.) are trained to always prioritize the word “sorry” whenever the customer is complaining, this article confidently suggests you to stop doing that.

Before you get confused by this writing, let’s understand deeper the context of “sorry”. “Sorry” is a regret statement against the mistake, that should be shown as you already know where the exact mistake is.

On daily practice, the first thing that CS Reps. said when the customer’s complaining, whatever the problem and whoever fault it is, is always “Sorry for your inconvenience”. This habit arises from the general theory, believing that apology makes the customer feels appreciated.

You need to remember that when the customers complain, it actually doesn’t always caused by your fault. Moreover, customers tend to be worse when you say more “sorry”. You’ve probably experienced the same thing. You feel annoyed by a problem, but the only way of the CS Rep. entertains you is just a procedural “sorry” and “sorry”. You haven’t got the solution, but you got sick of “sorry”.

This aggravation is clearly fair because basically the customer contacts the CS Rep. as they got stuck in trouble and need some solution, over than the apology. The newest studies also already deduced that apology is actually, in fact, may ruin your customer satisfaction.

A study from Case Western Reserve University analyzed 111 videos from the CS Desk in the US and UK airports. This study discovered that the more CS Rep. repeating the word “sorry”, the more customers underestimate their competency. Consequently, the customer satisfaction going lower.

Additionally, Emilie Johnston from the CloudApp said that relying on the word “sorry” while facing the customer is no further from making the problem getting worse. This “over-apology” habit may direct the customer to be more upset and stirs the feeling of revenge. It also makes them feel the real problem is being ignored and think the company really done something wrong. In this case, the company stands on unequal ground against the customer since the customer already look the company down, when it should be the solution maker.

Sure enough you don’t want this to ever happen in your company. Therefore, the company should combine this “apologize” habit with another strategy. On the other words, the company should think about the way to have a good work standard and surely conduct evaluation simultaneously to make sure whether the standard is done well, based on the existing requirement, or not. The whole team also needs to be trained well to ensure they can implement, both the system and the SOP excellently.

Moreover, the evaluation and improvement against the mistakes is also taking part in satisfying the customer. If you really have to apologize, do it as needed and only used the effective technic, more than just repeating the word “sorry” and being humble in front of the angry customers.

The insight of Bob Easton from Accenture Australia and New Zealand might be a good input for us. Bob believes that effort and creativity in solving a problem make the customer more satisfied rather than just “sorry” and empathy. It means the company needs to build the great team of customer service who used to deliver creative solutions.

Credit :
harvard Business Review : January – February 2018
image : /www.seatmaestro.com/