Statistics show 93% of customers will pay more if they receive high quality customer service when making a purchase.
WELCOME TO FOCUS PLUS SERVICE AUDITORS
Focus Plus Service Auditors is an independent Customer Service Monitoring Company which provides your business with a clear and concise evaluation of the standards of your Customer Service.
Focus Plus generates a personalised 'Mystery Shopping' Program tailored for your business. Performed on a regular basis, 'Mystery Shopping' Audits encourage staff integrity and accountability, ensuring staff are projecting the right image. All programs are created to coincide with your KPI’s*, merchandise placement and promotional activity.
Service Auditing gives your business that competitive edge. Focus Plus Service Audits are best used as a tool for Staff development and training, perfect product placement and to promote positive customer relationships.
With ‘brand loyalty’ becoming a thing of the past and ‘price matching’ common in all market sectors, the one thing that sets you apart from your competition is your Customer Service and the level of satisfaction your customers feel.
As you know it is the little things that make all the difference!
What is Customer Service Monitoring?Also known as Mystery Shopping or Secret Shopping, Customer Service Monitoring is the appraisal of Staff performance in Customer Service during the shopping experience. Don't lose your potential customers once they have approached your business. It is 6-7 times more expensive to gain a new customer than it is to retain the one in front of you! | Why Monitor My Customer Service?Your Customer Service is what sets you apart from your competitors. You need to know it is of the highest quality at all times to maximise all sales opportunities. By monitoring and measuring Customer Service performance regularly, you can pinpoint your Employee’s weakness and strengths during the sales process. A large percentage of a company budget is concentrated on training and advertising. By monitoring Customer Service and sales process we assess how well Staff use the training tools they have been given. It is vital that all Staff are proficient in Cross Selling, Up Selling and Following Up as foundation sales skills. The constant monitoring of Customer Service assists in developing programs to increase company profits, achieve motivated and enthusiastic staff and most importantly satisfied and returning customers. *KPI's Key Performance Indicators |
'IN Focus' Newsletter - July 2008
Welcome to our new ‘IN Focus' Newsletter!
The Team at Focus Plus Service Auditors are excited to announce the arrival of our new monthly Newsletter ‘IN Focus'.
In the coming months we will be providing you with up to date information, articles and statistics across different retail sectors on the standards of Customer Service in Australia.
We will also raise and discuss current affairs, points of interest and Customer Service issues relative to the Service industry.
A regular feature of our Newsletter will be the Sales Corner, providing Sales Tips and an insight into the world of Selling.
We welcome your feedback on any of the topics raised in our Newsletter and invite you to forward your comments to info@focusplus.net.au.
We hope you find ‘IN Focus' enjoyable and informative and we look forward to the next edition!
The Bottom Line Impact of Customer Service
Service is important, but it is not just about satisfying the Customer. There must be a ‘pay off' for the effort, and there is!
Research and case study experience has repeatedly shown that there are many business benefits achieved by providing Customers with high quality Service (Harvard Business Review)
The benefits are certainly there to be gained but can also be quickly lost as the reverse is also true. Customers are becoming increasingly intolerant of long suffered poor Service. There are now serious business implications if you deliver poor quality Service to your Customers.
From a business perspective, the benefits of good Service are many, as it leads to greater revenue from Customers, reduces your operating costs and in turn provides for a healthier business.
BENEFITS OF GOOD SERVICE:
- Increased Customer Retention Rates
- Attract New Customers through positive ‘word of mouth'
- Reduced Running Costs of the business
- Reduced Marketing/Advertising costs
- Stronger position in the Market Place
- Able to differentiate Service as a competitive advantage
- Increased Staff and Job Satisfaction
- Increased Profits.
Source: www.business.gov.au
Sales Corner!
Your Real Point of Difference; Your Sales Team!
Why do we measure the performance of the agents we entrust our Customers to? The question answers itself; or does it?
On deeper reflection, the answer is more multi-faceted.
In business we often walk a fine line. The "chemistry of selling" is on one side and your process is on the other. Process alone lacks the ‘x factor' that often differentiates your company.
Your agents' ability to personify your vision relies on something a little harder to quantify and a lot rarer to find.
It is our contention that agent's skills sets need to include 5 areas that contribute to good ‘chemistry'. They are;
- The ability to create urgency/opportunity
- The ability to transfer feelings
- The ability to alter the Customer's perception
- The ability to foresee and handle objections and
- The effective use of your resources
Historically, the agents' applications or shortcomings in the 5 categories mentioned above will be consistent with data you will gain through your Service Audits.
Much of my consultancy work revolves around unlearning old sales axioms that pollute an agent's willingness or ability to be on the offensive without being offensive.
This is an example of one of those fine lines we walk.
When our agents cross these lines it costs us money.
The perception and loyalty our customers have is totally related to our profitability. Happily, this is something that if we're prepared to monitor, we can control.
Goodbye for now and remember; when you're good, getting paid is incidental.
Source: Steve Wren - Kingsway Training