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.

 

Credit  :

https://hbr.org/2007/02/understanding-customer-experience
https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/linking-the-customer-experience-to-value
http://www.bain.com/publications/articles/tuning-into-voice-of-customer.aspx
http://jurnalmanajemen.com/pengertian-evaluasi/
https://www.helpscout.net/75-customer-service-facts-quotes-statistics/

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.

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

 

Feel free to send us your Resume to : career@evaluate.id

 

As explained before, mystery shopper is a challenging job. As a profession, mystery shopper has a specific qualification that means not everyone can do it right. This job is not suitable for them who’s just love shopping.

A great mystery shopper is the dutiful one. It means, the shopper fully understand the rule/direction, scenario, and the work schedule provided by the client, while also doing all of it during the mission. The more comply the shopper, the more capable them in making a significant professional report.

Furthermore, for those interested to be a mystery shopper, please noted these principal rules.

1. 1. Doing visit
      1. In order to observe the true nature of the performance from a customer service strategy standard, a shopper is suggested to conduct the visit during rush hour. The natural behavior of the employees would clearly be seen while they’re dealing with a hectic situation.
      2. The shopper’s appearance and behavior should be natural just like the ordinary customer. Be sure that you’re not drawing attention and looked more prominently than the other people around. Paying attention in overall aspect, from the way of dressing, communicating, even to your gesture. Avoid asking too detail to the employees, unless it’s ordered by the client.
      3. Don’t let your temper affect your work, especially when you facing the unwilling condition. Also, don’t let your mood determine your performance and disturb your job that day.
      4. Collect the itemized receipt instead of payment receipt. The itemized receipt contains the detail item and price per item you’ve bought. Keep this receipt in the safe place.
   2. Writing report
      1. Write your report as soon as possible, while the experience still fresh in your memory. The more you delay the report, the more fading the detail in observation. Although, it doesn’t mean that you have to directly write the report while you still on the mission, even at the obvious place where the employees can see your activity. If you want to write it right away, just move to the more private spot, such as the fitting room or the toilet.
      2. Write the report as detail as you can. Describe the experience clearly to explain the behavior. Example, write “the employee A was greeting me with a huge smile as I walk into the store. She shook my hand and directly asked what I need”, instead of “the employee A is really nice”. Avoid giving your opinion on the report to maintain objectivity.
      3. Attach the complete documentation as the evidence of your visit. The primary documentations pervade the photo of the store, receipt, brochure/name card/pamphlet. You also need to mention the name of the employee that interacted with you on the visit and what did they offer to you.
      4. Check the report thoroughly. Use the spell checker application to avoid the typing error. While writing the report, always refer to the correct grammar and other basic writing rules. Moreover, never use the caps lock because it feels not polite in general (unless it’s specified)

To be the expert mystery shopper, always rely on this rules while running your mission. Do your task well and have fun shopping!