o identify strong and weak points in customer services Assessment of ease of access to the service. Analyses of interaction among the service channels.
Methodology and Sample
Mystery shopper.
Customer profiles were drawn up in order to address all the service channels, in a total of 107 interviews.
Approach
Based on a guide with the goals to be met, each mystery shopper made a contact that resulted in a mini-report, which was then keyed into the data base in order to prepare the analyses.
Duration
The average length of the call was ten minutes.
Outcomes
The waiting and service times were identified.
The vocabulary and language flaws of the operators were identified.
The level of involvement of the operators with the service users was measured.
Ability of the operator to handle high-pressure situations.
Quality of the information presented.
Guide: Functionality and effectiveness.
Making good use of the opportunities arising during the calls.
Different service levels.
Recommendations
Fine-tuning customer service channels: flow, monitoring scope. Number of operators working simultaneously with customer services.
Ideal waiting time.
Desirable service time.
Attitudes qualifying the service.
Pro-active customer services: practical solutions.
Customized training.