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about your organisation?
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how your clients are attended to - is the right environment created to make your client feel good and come back again? |
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how your employees execute and accomplish what you expect of them? |
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how you can improve the quality of customer service? |
about competitors?
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how your competitor attends to his clients - is he gaining or losing his clients because of that? |
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why the real buyers favour you over your competitor (or vice versa)? |
Normally I investigate general customer service and its quality; however, in individually agreed instances, I also have a closer look at the following individual aspects of your or your competitors' activities:
1. Trade site:
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are the premises clean and neat? |
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are the goods, the advertising materials and the working means placed conveniently? |
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is everything in its proper place, nothing is lacking? |
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are the goods displayed in the window displays the ones that need to be displayed? |
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You name it... |
2. Employees:
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do the employees look tidy, are they dressed in a businesslike manner? |
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what is your employee attitude towards a client, is he attended to in a pleasant and friendly manner? |
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how do they welcome me: when and if at all do they greet me? |
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do they just stand aside or do they also advise and encourage me in choosing and deciding what to buy? |
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do they have sufficient knowledge about goods and services sold, or do they simply give me a brochure which I must read on my own? |
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are the employees capable of learning my needs, accurately proposing an item that meets those needs and selling it afterwards? |
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I observe their actions after they receive a complaint from me or after I return a purchased item (when I act in the capacity of a problematic shopper)? |
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are the personnel aware of the company standards and capable of upholding them? |
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how do employees execute sales promotion programmes for new goods and services? |
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You name it... |
3. Effectiveness of personnel trainings:
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do employees apply acquired knowledge? |
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are they attending to clients better because of the knowledge acquired? |
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which employees need to continue trainings? |
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which employees are not improving and do not deserve further investment? |
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You name it... |
4. Are the laws observed in your trade site, e.g.:
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are the prices marked correctly? |
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is special attention being devoted to handicapped persons? |
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are clients not being discriminated against in terms of social, racial, gender or any other aspects? |
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You name it... |
5. How a client is being served by phone or e-mail:
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is it fast and efficient? |
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is it polite and expresses interest? |
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You name it... |
6. Website:
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is it convenient? |
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do I find necessary information easily, and how much time does it take to find it? |
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are e-trade and provision of e-services proceeding smoothly? |
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You name it... |
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