These days, consumers are putting a real premium on the service industry. Services can make their lives easier, help them be more efficient, get them to places they need to go and enable them to look and feel better. But how do you measure and monitor the intangible factors that make for excellent customer service?
Customer Service Audit
Having your customer service team provide the helpful and friendly voice your brand needs allows your company to put its best foot forward with every interaction. With our mystery shoppers, you can conduct a thorough customer service evaluation on how your team performs under various conditions. You gain critical feedback and insight into how they handle the different stressors of a front-facing customer service role.
If you are in the service field, you know that a brand that consistently delivers extraordinary customer service is the brand that earns credibility and trust while winning brand loyalty. With the 360 Relay Mystery Shopper program’s customer service audit, you get a 360-perspective of your customer experience to give you that competitive edge.
In addition to providing our clients with expert customer service audits, our mystery shopping programs have helped the following industries:
Customer Service Evaluation
No matter your business or industry, a quality customer service division can help boost your customer’s feelings of satisfaction, brand loyalty, and general confidence that you listen to their issues as they happen. With our customer service evaluations, you can learn which areas of your approach connect with disgruntled customers and which areas could use improvement.
For businesses such as salons, funeral homes, and gyms, audits and evaluations can help you identify where your team handles potential new clients calling about membership and how they address any potential concerns from the beginning. Knowing if your team is making the right choices when answering any service-related questions customers might have are critical insights that you can gain from our customer service audits.
Types of Customer Service Businesses We Serve
Our mystery shoppers have helped conduct customer service audits for a wide range of businesses across multiple industries. In addition to gym audits and evaluations, we have helped conduct audits for the following businesses:
- Funeral Homes
- Grocery Stores
- Car Washes
- Car Dealerships and Sales
- Pet Stores and Groomers
- Apartment Complexes
- Senior Living Facilities
- And More!
Our customer service audits help business owners identify where their strategies are working and where they can improve their policies and practices. Keeping the focus on providing quality customer service through gaining critical feedback and information through our 360-degree audit can help the likes of funeral homes and salons fine-tune their customer service approach moving forward.
As businesses look to build brand loyalty and provide their customers with exceptional service whenever they initiate contact, it becomes critical to ensure that your team has the best practices and strategies in place. Having a complete picture of your policies and how effectively your customer service team executes on every call goes a long way towards identifying what’s working and what isn’t.
If you believe that your business can benefit from a thorough customer service audit, 360 Relay is here to help! Our mystery shopper program has a proven track record of helping business owners identify the strengths and weaknesses of their customer service strategies and provide insight into making them better. Contact our team to learn more about the program and how to enroll today!
What can 360 Relay do for you?
Strengthen the customer experience
- Gain a 360-view of the customer experience through your customer’s eyes to help optimize your service
- Understand what is driving their experience both positive and areas to improve
- Measure the customer experience at multiple points in their relationship with you to retain their business
- Understand and monitor the critical drivers for profitable success
- Identify which locations are exceling and which locations need help
- Evaluate service performance and understand what is valued
Help your employees excel at customer service
- Understand what drives brand loyalty so employees know what to focus on
- Guide staff with what works and what doesn’t
- Increase staff accountability
- Engage and reward staff
- Ensure that each location is consistently delivering your brand promise
“Prairie Life Fitness is one of the nation’s leading operators of upscale health and fitness clubs. We have nine facilities in four states, with over 1,000 employees and over 30,000 members. We take great pride in all of our clubs and our professional, member-oriented staff. For us the 360 Relay Mystery Shopper program ensures our brand equity and helps every club to deliver an exceptional customer experience.”
-Prairie Life Fitness