2 Simple Ways to Evaluate Customer Service
Posted: Sun Dec 22, 2024 6:44 am
Customer survey
An effective method for assessing the quality of service. Questionnaires should be concise, and questions should be meaningful. Such surveys for buyers can be of two types: requiring monosyllabic answers "yes" or "no" or offering to give an assessment in points.
The list of questions should not be telegram dating philippines long. Most buyers will refuse to answer bulky questionnaires, citing their busy schedule. Questions that require detailed answers will also cause dissatisfaction.
How Responses to Reviews Affect Buyers' Choices
The assessment of customer service on a ten-point scale is the most illustrative. It is safe to say that loyal customers give 9-10 points. Those who assess the level of service at 8 points and below belong to the category of so-called controlling, demanding customers. This method provides informative feedback.
Mystery shopper
A mystery shopper is an employee who plays the role of a buyer. In order to check the quality of customer service, he goes through all the stages of the customer journey, the entire sales funnel. As a rule, there are several mystery shoppers who work at different times.
When contacting customer service employees, such front men use a voice recorder and communicate with the seller according to a specific scenario. They make a purchase, after which they fill out a detailed questionnaire that evaluates the work of each sales employee. The audio recording proves the correctness of the assessment.
Case: VT-metall
Find out how we reduced the cost of attracting an application by 13 times for a metalworking company in Moscow
Find out how
How to work with different types of clients
Most customers act according to patterns. Knowing behavioral stereotypes helps you understand what quality customer service should be like.
Marketers identify three types of customers:
Loyal . Trusts the company. He is satisfied with the product delivery algorithm, he does not check the order completeness upon receipt. Willingly writes positive reviews.
Supervising . Asks a lot of questions. Carefully monitors the delivery process and compliance with deadlines. Writes reviews in which he notes all the pros and cons of the customer service.
Demanding . He is set up for a negative result, finds fault with everything and often provokes conflict, relying on the proverb: the client is always right. He often gives unflattering reviews, listing the most minor shortcomings in the work of the customer service.
Retaining loyal customers works to the benefit of the business. They not only buy frequently, but also use the system of cumulative discounts, do not miss marketing promotions. When a company offers bonuses for reposts and registration on the site, representatives of loyal customers attract their friends and acquaintances, increasing the number of buyers.
Controlling buyers are extremely useful, they provide the necessary feedback. Based on their objective feedback, the company improves the work of customer service. Such consumers become loyal when the organization strictly fulfills the terms of the contract and provides information on all issues of interest to them.
Demanding clients should be handled by stress-resistant employees who know how to object correctly, that is, competently respond to the customer's claims. It is best to respond to a justified complaint with an offer of compensation for the inconvenience caused. Such a step works for the reputation of your business, increases trust in the company and often increases the average check amount.
An effective method for assessing the quality of service. Questionnaires should be concise, and questions should be meaningful. Such surveys for buyers can be of two types: requiring monosyllabic answers "yes" or "no" or offering to give an assessment in points.
The list of questions should not be telegram dating philippines long. Most buyers will refuse to answer bulky questionnaires, citing their busy schedule. Questions that require detailed answers will also cause dissatisfaction.
How Responses to Reviews Affect Buyers' Choices
The assessment of customer service on a ten-point scale is the most illustrative. It is safe to say that loyal customers give 9-10 points. Those who assess the level of service at 8 points and below belong to the category of so-called controlling, demanding customers. This method provides informative feedback.
Mystery shopper
A mystery shopper is an employee who plays the role of a buyer. In order to check the quality of customer service, he goes through all the stages of the customer journey, the entire sales funnel. As a rule, there are several mystery shoppers who work at different times.
When contacting customer service employees, such front men use a voice recorder and communicate with the seller according to a specific scenario. They make a purchase, after which they fill out a detailed questionnaire that evaluates the work of each sales employee. The audio recording proves the correctness of the assessment.
Case: VT-metall
Find out how we reduced the cost of attracting an application by 13 times for a metalworking company in Moscow
Find out how
How to work with different types of clients
Most customers act according to patterns. Knowing behavioral stereotypes helps you understand what quality customer service should be like.
Marketers identify three types of customers:
Loyal . Trusts the company. He is satisfied with the product delivery algorithm, he does not check the order completeness upon receipt. Willingly writes positive reviews.
Supervising . Asks a lot of questions. Carefully monitors the delivery process and compliance with deadlines. Writes reviews in which he notes all the pros and cons of the customer service.
Demanding . He is set up for a negative result, finds fault with everything and often provokes conflict, relying on the proverb: the client is always right. He often gives unflattering reviews, listing the most minor shortcomings in the work of the customer service.
Retaining loyal customers works to the benefit of the business. They not only buy frequently, but also use the system of cumulative discounts, do not miss marketing promotions. When a company offers bonuses for reposts and registration on the site, representatives of loyal customers attract their friends and acquaintances, increasing the number of buyers.
Controlling buyers are extremely useful, they provide the necessary feedback. Based on their objective feedback, the company improves the work of customer service. Such consumers become loyal when the organization strictly fulfills the terms of the contract and provides information on all issues of interest to them.
Demanding clients should be handled by stress-resistant employees who know how to object correctly, that is, competently respond to the customer's claims. It is best to respond to a justified complaint with an offer of compensation for the inconvenience caused. Such a step works for the reputation of your business, increases trust in the company and often increases the average check amount.