In the age of the Internet, a tale of bad customer service experience can spread far and wide within minutes. Now more than ever companies need to ensure that their employees are providing top notch service for every single customer.
San Jose, CA (PRWEB) March 11, 2014
On March 10, 2014 CNN Money reported that Sbarro, a pizza restaurant chain based in Melville, NY will seek bankruptcy protection just a few weeks after they closed more than 40% of their 375 locations in the United States. In doing so, the LLC will drop approximately $140 million in debt. The company also has over 600 locations in 40 other countries and 2,700 international employees.
Also, the Wall Street Journal reported on March 4th that Radio Shack states that they plan to shut nearly 1,100 stores and office supplier Staples will close more than 200 stores in the coming months. Even in an imperfect economy, there are still options for retailers to stay at the top of their game and remain competitive within their own industry.
According to Vicki Dempsey, Vice President of Jancyn Evaluation Shops, “Utilizing an effective and meaningful mystery shopping program that provides critical and yet impartial feedback can be the key to a relationship that keeps customers coming back. These programs can be as specific and targeted as the client would like, addressing both strengths and weaknesses in the shopping experience. Do you ask your employees to introduce themselves by name? Find out if they are doing so. Are they having private conversations instead of assisting the customer? You need to know!”
Not only can a mystery shopping program address the corporate structure itself by learning where companies can improve, it can also target employee issues as well.
Research released by New Voice Media on February 26, 2014 reveals that US companies that are perceived to have inferior customer service are losing an astounding $41 billion per year. It further reported that 44% of patrons will take their business elsewhere due to poor service.
Dempsey states, “In the age of the Internet, a tale of bad customer service experience can spread far and wide within minutes. Now more than ever companies need to ensure that their employees are providing top notch service for every single customer. This is where a cooperative effort between the business and a mystery shopping company like Jancyn can be vital.”
While Sbarro takes the necessary steps via bankruptcy to preserve the fiscal integrity of their company, other companies can learn from their troubles and take measures to protect their own business. One of the foremost ways to communicate customer satisfaction while at the same time enjoying an increase in sales is with the utilization of a mystery shopping program that addresses individual company needs. A mystery shopping system can reward exceptional employees, identify sub-par staff, and can help a business develop a plan to improve overall functioning and service.