 Often reliable,
efficient service adequate to customer's needs decides about the competitive advantage in the market.
This is why it is so important to conduct regular audits of its state.
The "Mysterious client" programme is a tool monitoring the current state of customer service quality in sales chains.
It delivers the company's management measurable information on:
- Upholding the standards and procedures in sales points included in the assessment.
- Quality of sales personnel in the individual points.
- Complementarity of rendered services.
The "Mysterious client" programme includes all the stages,
which will allow checking whether the company's employees actually fulfill the needs of their customers in direct contact.
The primary procedures realized during the implementation of the programme are:
- Compilation of customer service standards of the company.
- Preparation of the rules of evaluation of persons dealing with customers and giving them feedback.
- Preparing and conducting a training for "Mysterious Clients".
- Controlling with the use of competent judges' conformance test whether the "Mysterious Clients" are compliant in behavior assessments during customer service.
- Conducting visitations of the selected sales points - evaluation of customer service state.
- Calculating results.
- Preparing and presenting the final report.
THE PROGRAMME IS INTENDED FOR:
- Companies,
which possess an extensive chain of sales points.
- Companies,
which see the possibility of strengthening their market positions through improving customer service standards.
- Companies,
the extensive sales chains of which impede systematic and correct assessment of the individual points.
BENEFITS FOR THE COMPANY:
- Compiling standard customer service procedures.
- Preparing a tool,
which enables measuring the customer service quality and assessing the individual sales points.
- Achieving a uniform customer service level at all sales points.
- Achieving advantage over competitors.
- Building loyalty among the serviced customers.
- Increasing the sales volume.
- Better usage of the human potential of the company.
- Building a positive image of the company in the market.
Offer
MYSTERIOUS PURCHASE
is analysis of the service system,
conducted covertly during visits in service points
TQM Consulting agents appropriate for the target group visit the specified facilities,
act as customers and according to the script they register:
The time and quality of services,
The service point looks,
Internal control systems
MYSTERIOUS CONTACT
is the customers' communication system analysis conducted covertly
TQM Consulting agents contact the selected company with the use of indicated communication channels.
They initiate contact and control the time,
way and quality of reaction.
The assume the roles of customers and according to the preset script they assess:
The quality of phone communication,
Operations of electronic channels,
The effectiveness of documents' circulation,
Internal control systems
PRECIOUS CUSTOMER
It a technique,
which combines the control functions of TQM Consulting with positive motivation.
The service points are visited by secret customers.
The seller,
who meets the preset requirements and does well in an acted situation receives a price.
This programme motivates employees to more complete realization of the management's goals,
it improves the customer service quality and builds loyalty of personnel towards the company.
MYSTERIOUS ACTION
is a complete analysis of the customer service system,
conducted covertly during the whole process of using a product or service.
It is the oldest TQM Consulting technique,
as it covers both visits,
remote contacts and all other actions of products' and services' users,
processed in a natural and logical series.
TQM Consulting agents become the customers of the indicated company and for a long period of time they perform a whole series of actions,
typical for users,
such as:
Following visits at customer service points,
Regularly using the communication channels,
Product analysis from the customer's point of view,
Internal control systems
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